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Customer Service Manager - head of function - SME food

Job Reference:
Date Posted:
04 September 2019
Greater London
c£40,0000 basic (dependant on experience) plus package
Food, Drink, Non Food Consumer Goods, Wholesale/Delivered Wholesale
Job Function:
Sales, Operations/Production, Other
Job Type:
Start Date
04 September 2019
Closing Date:
24 October 2019

Job Description


£35 - £45k basic plus package

West London based

The Business

My client is a leading fine food business that deliver to some of the finest restaurants, hotels and private members clubs across London. They are in the midst of something very special and looking to strengthen their customer service team, starting at the TOP!

The Role

The Customer Services Manager is needed to lead the development of a customer service function reporting into the COO.

Role responsibilities:

  • You will be responsible for leading/building the team, processes and reports necessary to provide first class customer service
  • You will work closely with Sales and Operations to drive customer experience and development of new customer paths
  • You will build new SOPs and procedures, putting in place required controls to improve consistency and customer experience
  • You will act as an escalation point for customer queries and complaints- maintaining a first-class customer experience and retaining/winning back customers


  • Experience of senior customer service management in an environment where you have had to build/develop a team, define processes and leverage/analyse customer services data to add value
  • Experience of working in an SME food/drinks environment preferable but not essential
  • Strong systems skills and other IT skills
  • Excellent communication and customer service skills
  • Strong team leadership skills

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