About Us
The Menu Partners is a leading food service provider in London, delivering high-quality, innovative meal options to our clients. Based in Nine Elms, we are committed to maintaining the highest standards of service and product quality.
Role Overview
As Customer Service Manager, you will lead
and manage the customer service team, ensuring that all client queries are
handled efficiently and professionally. You will be responsible for
implementing and monitoring KPIs, identifying trends, and communicating
insights across departments to help maintain and improve service levels.
This role requires a hands-on, proactive
mentality and the ability to thrive in a fast-paced environment where attention
to detail and strong problem-solving skills are essential.
Key Responsibilities
* Manage the daily operations
of the customer service team.
* Resolve escalated customer
queries promptly and effectively.
* Develop, track, and report
on customer service KPIs, sharing insights with relevant departments.
* Maintain and improve service
levels by identifying issues and implementing solutions.
* Ensure customer satisfaction
and retention through excellent service delivery.
* Train, coach, and support
team members to achieve their full potential.
* Collaborate with sales,
logistics, and operations to ensure smooth customer experiences.
* Lead continuous improvement
initiatives to optimise customer service processes.
Skills & Requirements
* Proven experience in
customer service management, ideally within food distribution, FMCG, or
another fast-moving industry.
* Strong leadership and team
management skills.
* Excellent problem-solving
and conflict-resolution abilities.
* Ability to set, measure, and
communicate KPIs.
* Strong communication and
interpersonal skills, with the ability to build relationships across
departments.
* Highly organised, proactive,
and able to prioritise under pressure.
* IT literate with experience
in CRM or order management systems.
* Flexibility to adapt to the
demands of a 24/7 food distribution environment.
Desirable
* Experience in wholesale,
hospitality supply, or food industry sectors.