Key Responsibilities

• Oversee daily operations of the customer service team, distributing workload fairly and efficiently
• Monitor and process UK orders within strict deadlines, resolving incidents quickly
• Manage invoicing and credit notes across weekly, monthly, and annual cycles
• Collaborate with third‑party logistics partners to ensure smooth workflows and incident resolution
• Lead customer‑specific projects including fine wine campaigns and national account orders
• Develop and motivate the team, supporting recruitment, onboarding, and training
• Produce KPI and error reports, working with senior management to implement improvements
• Collaborate cross‑functionally with Finance, Marketing, and Sales to align on key initiatives

Requirements

• 3–5 years’ experience in customer service leadership roles
• Strong communication skills with proven ability to build lasting relationships
• Skilled in multitasking, prioritisation, and problem‑solving under pressure
• Technical proficiency in Microsoft Office; familiarity with Navision or similar systems is a plus
• Attention to detail and accuracy in order handling and reporting
• Enthusiasm for wine (WSET qualification desirable)