Job Description

About Us

Gastronomy Plus Ltd is a leading provider of premium culinary equipment and solutions, proudly representing a family of innovative and highly regarded brands including

SousVideTools

,

Kasai Grills (As seen on James Martin every Saturday)

,

Bertha Charcoal Ovens

,

Delivita Pizza Ovens

,

Cinders Gas BBQs

, and

KitchenKnives.co.uk

. Serving a diverse clientele from professional chefs to passionate home cooks, we pride ourselves on delivering not only top-tier products but exceptional service experiences.

Role Overview

We are seeking an experienced, proactive, and customer-focused

Sales & Customer Service Supervisor

to support our Sales Office Manager to evolve our customer operations across all our brands. The successful candidate will be responsible for ensuring a seamless and satisfying customer journey, managing a small team, optimising processes, and acting as a key liaison between customers and internal departments.

Key Responsibilities

Lead, train, and develop the customer service team to deliver excellent support across phone, email, and live chat. Manage daily operations of customer service across multiple e-commerce platforms, channels and countries. Ensure timely and effective resolution of customer inquiries, service calls, returns, and complaints. Work closely with warehouse and logistics teams to coordinate deliveries and address fulfilment issues. Implement and monitor KPIs to assess performance and customer satisfaction (e.g., response time, resolution rate). Oversee warranty claims, repairs, and after-sales support in coordination with the Technical Team. Identify and drive improvements to customer service processes and systems. Maintain deep knowledge of all product lines and develop training materials for internal use. Represent the voice of the customer within the company to influence strategy and product/service development.

Qualifications & Experience

Proven experience, ideally in an e-commerce or consumer goods environment. Experience managing a multi-brand or multi-channel service function is highly desirable. Excellent leadership, interpersonal, and communication skills. Strong understanding of CRM systems, order management software, and help desk platforms (e.g., Sage, Shopify, Magento etc.). Passion for hospitality, food, or kitchen equipment is a plus. Strong problem-solving and decision-making abilities. Organised, detail-oriented, and able to thrive in a fast-paced environment.

What We Offer

Competitive salary and benefits package Opportunity to work with top-tier culinary brands Friendly, innovative, and supportive team environment Career growth opportunities in a dynamic and expanding company
Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Employee discount Free parking On-site parking
Location:

Lancaster LA2 9JX (preferred)
Work Location: In person