Job Description

Interim Customer Service Manager

Location:

Gateshead Team Valley, UK

Reports to:

Supply Chain Director

Direct Reports:

Biscuit International UK is the leading specialist supplier of own-label gluten-free biscuits and cookies in the United Kingdom. Located in Gateshead, our production facility operates three lines, with an annual output exceeding 4,300 tonnes annually in plain, chocolate, and sandwich biscuit formats. We are part of Biscuit International, Europe's leading private label biscuit and bread substitute manufacturer, with a rich heritage of over 400 years of expertise in delivering excellent taste at great value.


We are seeking an experienced and dynamic

Interim Customer Service Manager

to lead our customer service and logistics operations. This role is critical in managing the full order-to-cash process, ensuring exceptional service delivery, and maintaining strong relationships with customers, suppliers, and 3PL partners. You will also play a key role in managing customs operations and supporting the integration of new business streams, including cross-sell, co-manufacturing, and new product launches.

Key Responsibilities:

Lead and develop the customer service team to deliver outstanding service and operational excellence. Act as the escalation point for customer service, logistics issues, and invoice queries. Provide leadership, training, and support through regular 1-2-1s and team development. Ensure compliance with all import/export regulations and maintain accurate customs documentation. Monitor and implement changes in customs and Brexit-related regulations, keeping stakeholders informed. Oversee onboarding of new cross-sell products, ensuring all documentation and processes are in place. Collaborate with internal teams and BI Group colleagues to ensure seamless integration of new business. Support strategic planning and continuous improvement initiatives set by the Supply Chain Director. Step in to support team operations during periods of absence or high demand.

Skills & Experience:

Proven experience in delivering customer service best practices within an FMCG environment. Strong leadership skills with a track record of developing high-performing teams. Excellent communication, problem-solving, and organisational skills. In-depth knowledge of import/export regulations and customs procedures. Financial and commercial acumen with the ability to balance customer needs and cost efficiency. Comfortable working in a fast-paced, evolving environment with the ability to prioritise and adapt. Proficient in Microsoft Office, particularly Excel (intermediate to advanced level). Experience in implementing and improving systems and processes is desirable.

Why Join Us?

At Biscuit International UK, we pride ourselves on our commitment to quality, innovation, and sustainability. Our team is dedicated to producing high-quality products that meet the evolving needs of our customers. By joining us, you will be part of a dynamic and supportive team that values collaboration and excellence.


In our hiring practices, we are committed to creating an inclusive and diverse workplace. We believe that a diverse team brings a wealth of perspectives and ideas, driving innovation and success. We adhere to fair hiring practices, ensuring equal opportunities for all candidates, regardless of their background.