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Customer Service Manager

Negotiable

Woking

The ideal candidate will possess exceptional service delivery, accurate system administration, and smooth operational coordination across platforms 

KEY SKILLS

  • Proven experience leading a customer service or administrative operations team.

  • Strong organisational and people-development skills with a track record of driving high performance.

  • Excellent communication skills, able to handle complex or sensitive queries with diplomacy.

  • Confident working across multiple digital systems in a fast-paced environment.

  • High attention to detail with a strong commitment to data and content accuracy.

  • Ability to analyse issues, spot trends, and lead cross-departmental problem-solving.

  • Skilled at managing competing priorities and deadlines.

RESPONSIBILITIES

1. Team Leadership & Performance

  • Lead and develop a team of 6 administrators with clear expectations and service standards.

  • Manage daily workflow across calls, emails, and tickets.

  • Deliver regular 1:1s, coaching, performance reviews, and onboarding/training for new staff.

2. Communication & Customer Support

  • Ensure prompt, professional, and accurate responses to parents, schools, and internal teams.

  • Oversee late orders, cancellations, and escalations of complex issues.

  • Maintain a consistent customer-first communication standard across all channels.

3. Systems & Data Quality Management

  • Oversee daily admin of related platforms.

  • Ensure accurate creation/distribution of accounts, menu updates, term dates, closures, and schedule changes.

  • Collaborate with IT, Schools Liaison, Finance, etc., to resolve process or data issues.

  • Maintain system documentation, SOPs, and knowledge bases.

  • Lead troubleshooting with tech partners and manage leavers, refunds, and transfers.

  • Ensure accurate system builds, menu cycles, recipe codes, and platform synchronisation.

4. Cross-Department Collaboration

  • Represent the team in meetings with system partners and internal departments.

  • Act as liaison between various departments. 

  • Support new school onboarding with accurate data, menus, and calendars.

  • Identify recurring issues and coordinate cross-functional improvements.

5. Menu & Calendar Oversight

  • Approve menu templates and ensure accuracy across ordering platforms.

  • Prepare, verify, and upload annual academic calendars ahead of deadlines.

BENEFITS

  • Growth and progression

  • 25 days holiday plus BH 

  • Money off High Street vouchers 

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