Customer Support Team Leader; Evenings

Customer Support Team Leader (Evenings)

£15.10 per hour

Full time, Permanent

Monday to Friday 5pm to 11pm

Arthur David Food with Service, an award‑winning family business, specializes in supplying fresh, ambient, and frozen quality products to manufacturers, schools, hospitality and more. We are looking for a part‑time customer excellence advisor to join our evening team on a permanent basis.

• Deputizing for the department management where required.
• Completing CE representative responsibilities for 75% of your time within the dept & meeting personal KPI’s.
• Support Customer Excellence performance throughout the shift, ensuring workloads and resources are effectively managed to achieve a consistent service level performance.
• Support the department manager with New Starter training, plus ongoing coaching, training, and providing guidance within the department, to enhance performance & feedback regularly to all members of the team.
• Identify areas of performance or procedures that may not meet business standards and take necessary steps to investigate & implement improvement solutions.
• Champion a culture that demonstrates emotional engagement and customer centricity.
• Deliver buzz sessions & critical communications to the department in the absence of the CEM or CEA M.
• Identify issues and trends impacting operations and take the appropriate action to resolve/escalate.
• Ensure all administrative requirements are completed within timescales required.
• Provide support and guidance when dealing with complex queries and be the first point of contact for escalated queries.
• Support management with performance managing staff, so to achieve team key performance indicators.
• Ensure all staff have the required tools to effectively fulfil their objectives & deliver a high level of service to customers.
• Understand and use all available management information to monitor workload and productivity; use this information to identify developments and actions to help improve the service provided.
• Ensure that the quality, safety, and legalities of all products are adhered to in all aspects of Food Safety including in relation to temperature control and maintenance of the chill chain.
• To comply with Company Health & safety policy and take responsibility of your actions and report any Health & Safety concerns.

• Additional Day Off for Your Birthday
• Christmas Food Hamper
• Company Events
• Company Pension
• Death In Service Benefit
• Discounted Or Free Food
• Employee Discount
• Employee Perks Platform
• Enhance Maternity/Paternity Benefits
• Following 2 Years’ Service, Increased Annual Leave Entitlement and Company Sick Pay Scheme
• Free Parking
• Free Tea/Coffee and Fruit on Site
• On site subsidised staff catering van
• Referral Programme
• Training And Development Opportunities
• Wellness Programme

• Have a can‑do attitude.
• Positive, Motivational & respectful attitude.
• Influential & an effective listener.
• Ability to work on own as well as part of a team.
• Excellent organisational skills
• Solution driven.
• Articulate and effective communicator
• Ability to process and interpret complex information

• A proven track record in Customer service & clear understanding of business KPI framework.
• Strong communication skills – both written & verbal.
• Analytical ability.
• Proven track record of working in a time critical environment.
• Accomplished Microsoft Office user, technically proficient with a range of other applications

Work Authorisation:
United Kingdom (required)

Ability to commute/relocate:
Bishop Sutton, Somerset – reliably commute or plan to relocate before starting work (required)

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries:
  Wholesale

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