Customer Service Operations Lead Location: Trafford Park, Manchester Monday-Friday 8am - 4pm or 9am - 5pm £34,(Apply online only)-£38,(Apply online only) Depending on experience Job Type: Full time, permanent role Customer Service Operations Lead Role overview We are recruiting a Customer Service Operations Lead to join a growing FMCG / production-led business based in Trafford Park. This role focuses on stabilising and improving day-to-day customer support while developing clear, effective processes that support consistency and quality across the customer care function. The role combines hands-on customer service activity with responsibility for escalation management and process improvement, working closely with internal teams to reduce repeat issues and improve customer outcomes. Customer Service Operations Lead Role purpose Improve and maintain the quality of customer support across all active channels (email, phone, etc.) Manage and resolve escalated customer cases in line with agreed policies and procedures Develop and maintain customer service standards, including SOPs, templates, and a knowledge base Work collaboratively with operational teams (production, warehouse, logistics) to resolve issues and support continuous improvement Customer Service Operations Lead Key responsibilities Provide hands-on customer support with a focus on quality, consistency, and professionalism M...