Customer Service & Data Performance Lead
Salary: £30,000 – £35,000
Location: Studley, Office-Based
Hours: Monday – Friday, 08:30 – 17:00

An established organisation operating within the European logistics and supply chain sector is seeking a Customer Service & Data Performance Lead to join its UK operation. The business works closely with producers, transporters and retailers, delivering efficient, standardised solutions across a multi-country network.

The Role
This role sits at the heart of the business, overseeing customer service operations while taking ownership of data accuracy, reporting, and performance analysis. Acting as the day-to-day lead for the Customer Service team, the successful candidate will combine hands-on customer service with strong Excel-based reporting, KPI monitoring and process improvement.
This is an ideal opportunity for a supervisor or senior customer service professional with a genuine interest in data, analysis, and operational reporting, who enjoys working closely with multiple departments.

Please note: Advanced Excel skills are essential and will be tested as part of the interview process.

Key Responsibilities
Team & Operational Leadership

• Day-to-day supervision of the Customer Service team
• Resource planning to ensure workload coverage, including holidays and absences
• First escalation point for complex queries and complaints
• Coaching, training and performance support, with accurate training records maintained
• Supporting and leading departmental projects
• Maintaining clear documentation of processes and work instructions

• Acting as a key point of contact for customers via phone and email
• Managing, resolving and recording customer complaints
• Customer onboarding and account setup using SAP, including credit checks and documentation
• Ongoing customer account management, ensuring correct permissions and pricing
• Managing blocked orders and following up on outstanding payments or credits
• Investigating order, transaction and invoicing issues
• Completing day-to-day administrative and office support tasks

• Producing regular reports on customer activity, complaints, KPIs and SLAs
• Creating, maintaining and improving Excel reporting tools
• Analysing data to support customer queries and operational decision-making
• Ensuring data accuracy and consistency across all customer service reporting

• Strong customer service or administrative background (2 years)
• Supervisory or team leadership experience (2 years)
• Advanced Excel skills (e.g. formulas, data analysis, reporting)
• Highly organised with strong attention to detail
• Experience in logistics or supply chain environments (desirable)
• Experience using SAP or similar ERP systems (desirable)