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For Companies At a Glance
- Tasks: Lead customer service operations, improve processes, and manage escalated cases.
- Company: Dynamic FMCG business in Trafford Park with a focus on growth.
- Benefits: Competitive salary, full-time hours, and opportunities for professional development.
- Why this job: Make a real impact on customer satisfaction and service quality.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Join a diverse team and contribute to continuous improvement initiatives.
The predicted salary is between 29000 - 33000 £ per year.
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.
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
Key responsibilities
- Provide hands-on customer support with a focus on quality, consistency, and professionalism
- Manage escalated customer cases, including complaints, delays, shortages, and refund or compensation decisions within agreed guidelines
- Create, maintain, and improve SOPs, response templates, and knowledge base content
- Carry out quality reviews of customer interactions and provide constructive feedback where appropriate
- Analyse customer contact reasons and contribute to identifying opportunities for process improvement
- Produce clear and concise reports on volumes, escalation trends, and improvement actions
- Work collaboratively with stakeholders to support service improvement initiatives
Essential requirements
- Experience in a customer service environment (e-commerce, retail, FMCG, production, or similar)
- Experience handling customer complaints or escalated cases in a professional manner
- Ability to prioritise tasks and manage time effectively in a fast-paced environment
- Strong communication skills in English (written and spoken)
- Confidence working with basic data and reporting tools (e.g. spreadsheets, tagging, simple metrics)
- A proactive and responsible approach to maintaining service standards
Desirable experience
- Experience creating or maintaining SOPs, templates, or knowledge bases
- Experience using customer service or ticketing systems
- Experience in food, FMCG, manufacturing, or production environments
What success looks like (first 60-90 days)
- Clear and consistent customer service processes in place for common scenarios
- Regular reporting that provides visibility of customer issues and improvement opportunities
- Improved consistency and timeliness of customer responses
- Reduced repeat issues through better triage and clearer procedures
Customer Service Operations Lead in Manchester employer: Winsearch
Contact Detail:
Winsearch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operations Lead in Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, being able to articulate your thoughts clearly and confidently is key. Try mock interviews with friends or use online resources to sharpen your skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and makes it easier for us to keep track of your application.
We think you need these skills to ace Customer Service Operations Lead in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service, especially in handling escalated cases. We want to see how your skills align with the role of Customer Service Operations Lead!
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express themselves well, both in writing and verbally.
Highlight Process Improvement Experience: If you've worked on creating or improving SOPs or templates, make sure to mention that! We’re looking for someone who can help us enhance our customer service processes.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system quickly. We can’t wait to hear from you!
How to prepare for a job interview at Winsearch
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Operations Lead role. Familiarise yourself with the key responsibilities and requirements listed in the job description. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Prepare Real-Life Examples
Think of specific situations from your past work where you've successfully handled customer complaints or escalated cases. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your problem-solving skills and ability to manage customer expectations effectively.
✨Showcase Your Process Improvement Skills
Since the role involves developing clear processes, be ready to discuss any experience you have with creating or improving SOPs, templates, or knowledge bases. Highlight how these improvements led to better customer outcomes or increased efficiency in your previous roles.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the current challenges the customer service team faces or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
