Front-of-Store Operations Lead

Responsible for managing the transition and in-life recruitment and support issues for the Sainsbury’s Front of Store programme. Overseeing daily team activities, monitoring performance metrics, and identifying continuous improvement opportunities.

• Management of the Front of Store Support Executives, monitoring performance, service quality and customer satisfaction through key metrics and reporting
• Act as the point of escalation for more complex issues and complaints (FOS specific) and ensure they are managed efficiently, professionally, and within agreed response times, while maintaining a high-quality customer experience
• Support the development of the FOS service by creating relevant workflows and processes to deliver service effectiveness
• Work collaboratively with relevant stakeholders to manage escalated issues through to resolution
• Be responsible for data cleanliness and accurate record keeping re FOS data, and be able to provide relevant progress reporting to demonstrate service progress or challenges
• Experience leading or supervising a customer support or service team
• Experience handling escalated customer enquiries or complaints in a professional environment
• Ability to analyse performance metrics, identify trends and implement improvements
• Excellent communication and relationship-building skills with the ability to engage a range of stakeholders
• Strong IT skills including Microsoft Office (particularly Excel) and experience using CRM systems such as Salesforce is advantageous

#J-18808-Ljbffr…