Customer Service Operations LeadLocation: Trafford Park, ManchesterMonday-Friday8am - 4pm or 9am - 5pm£34,(Apply online only)-£38,(Apply online only) Depending on experienceJob Type: Full time, permanent roleCustomer Service Operations LeadRole overviewWe 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 LeadRole purposeImprove 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 proceduresDevelop and maintain customer service standards, including SOPs, templates, and a knowledge baseWork collaboratively with operational teams (production, warehouse, logistics) to resolve issues and support continuous improvementCustomer Service Operations LeadKey responsibilitiesProvide hands-on customer support with a focus on quality, consistency, and professionalismManage escalated customer cases, including complaints, delays, shortages, and refund or compensation decisions withi