Job Description

About Us

The Menu Partners is a leading food service provider in London, delivering high-quality, innovative meal options to our clients. Based in Nine Elms, we are committed to maintaining the highest standards of service and product quality.

Role Overview

As Customer Service Manager, you will lead and manage the customer service team, ensuring that all client queries are handled efficiently and professionally. You will be responsible for implementing and monitoring KPIs, identifying trends, and communicating insights across departments to help maintain and improve service levels.


This role requires a hands-on, proactive mentality and the ability to thrive in a fast-paced environment where attention to detail and strong problem-solving skills are essential.

Key Responsibilities

Manage the daily operations of the customer service team. Resolve escalated customer queries promptly and effectively. Develop, track, and report on customer service KPIs, sharing insights with relevant departments. Maintain and improve service levels by identifying issues and implementing solutions. Ensure customer satisfaction and retention through excellent service delivery. Train, coach, and support team members to achieve their full potential. Collaborate with sales, logistics, and operations to ensure smooth customer experiences. Lead continuous improvement initiatives to optimise customer service processes.

Skills & Requirements

Proven experience in customer service management, ideally within food distribution, FMCG, or another fast-moving industry. Strong leadership and team management skills. Excellent problem-solving and conflict-resolution abilities. Ability to set, measure, and communicate KPIs. Strong communication and interpersonal skills, with the ability to build relationships across departments. Highly organised, proactive, and able to prioritise under pressure. IT literate with experience in CRM or order management systems. Flexibility to adapt to the demands of a 24/7 food distribution environment.

Desirable

Experience in wholesale, hospitality supply, or food industry sectors. INDMANAGE