Customer Service & Admin Team Leader

Job Purpose

The Customer Service & Admin Team Leader is responsible for leading a team of customer service and administrative colleagues to deliver exceptional customer support and operational efficiency. Working within a fast-paced food wholesale environment, the role ensures that customer queries and complaints are resolved promptly, and administrative processes support the smooth operation of the business.

The postholder will drive service excellence, team performance, and continuous improvement while maintaining strong working relationships with customers and internal teams.

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Key Responsibilities

Team Leadership & Management

• Lead, motivate and develop the Customer Service and Administration team.
• Manage daily workloads and allocate tasks effectively to ensure service levels are met.
• Conduct regular team meetings, one-to-one reviews, and performance discussions.
• Support recruitment, onboarding, training, and development of team members.
• Monitor attendance, timekeeping, and performance standards.
• Promote a positive, customer-focused culture within the department.

Customer Service

• Ensure all customer enquiries are handled professionally and efficiently via telephone and email.
• Resolve customer complaints and service issues in a timely manner.
• Build and maintain strong relationships with customers.
• Monitor customer service performance against agreed KPIs and SLAs.
• Escalate significant customer concerns where required.

Operational Support

• Work closely with Sales, Warehouse, and Transport teams to ensure seamless customer service delivery.
• Support stock queries, pricing concerns, and product availability enquiries.
• Identify opportunities to improve efficiency and customer satisfaction.

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Experience

• Previous experience in a customer service leadership or supervisory role.
• Experience within food wholesaleis preferred.
• Strong administration experience.
• Experience handling customer complaints and escalations.
• Experience managing and developing teams.

Essential Skills

• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to prioritise workload in a fast-paced environment.
• High attention to detail and accuracy.
• Strong problem-solving and decision-making skills.
• Competent user of Microsoft Office applications, particularly Outlook, Excel, and Word.

Personal Attributes

• Customer-focused mindset.
• Positive and proactive approach.
• Resilient under pressure.
• Strong leadership and coaching abilities.
• Professional and approachable.
• Results-driven with a continuous improvement focus.

Our journey began back in 1929. Since then, we’ve continued to build a strong and resilient business with a great future. It's why we believe we’re the best foodservice provider in the country.

 

A journey that gives back

 

We want your career with us to be as rewarding as possible. So, you’ll get lots in return for your hard work. That includes benefits that can support your wellbeing and financial security, and give you peace of mind.

 

The essentials

We want everyone to join our journey

 

We’re on a journey towards creating the best possible workplace. We’ve got some way to go, but we’re building a diverse and caring workforce. One that’s filled with forward-thinking people who each bring unique talents and skills. So whatever your life experience, we want you to join us - and you really can come as you are!