Front of Store Team Leader

Job Title: Front of Store Team Leader Reporting To: Customer Support Manager Salary Range: £26,000 - £28,000 Contract Type: Permanent Location: Hybrid, Sheffield Working days/hours per week: 35 hours per week, 9am – 5pm, Monday – Friday Our Vision: A UK where “No good food goes to waste”. The Felix Project and FareShare have recently merged to form the UK's largest food redistribution charity. Its vision is a UK where good food is never wasted, and nobody goes hungry. The organisation rescues high quality edible surplus food, from across the food industry and gets it to over 8,000 organisations across the UK who are working to strengthen communities and improve lives. The charity manages seven depots across London, Suffolk, Merseyside and Hampshire and works with 16 network partners who operate a further 26 regional depots across the UK. Over the next year our ambition is to rescue enough food nationally to provide nearly 200 million meals, turning an environmental problem into social good with measurable impact for people, planet, and the economy. Purpose of the Job 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. Duties & Responsibilities 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 Skills & Experience Required Essential 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 Recruitment Timeline We reserve the right to close advertisements early and we might assess candidates and arranging interviews as applications comes in, so please apply as soon as possible, to avoid missing out on this opportunity. Due to the anticipated large number of applicants, if you do not hear from us within four weeks of your application, we regret to inform you that your application has been unsuccessful. Consequently, will not be able to provide feedback.