Customer Service Manager Job at 360 Resourcing Solutions (Woking)

Customer Service Manager

360 Resourcing Solutions

Location:
United Kingdom , Woking

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

At Impact Food Group, we’re more than just a school caterer. We’re on a mission to create a positive food culture and help more students enjoy healthier, better-quality food. Making a positive social impact is at the heart of everything we do. We’re constantly learning, evolving, and improving — every way, every day. Through our industry-leading brands — Innovate, Hutchison, Cucina, and Chapter One — we cater for over 600,000 students and operate in more than 900 schools nationwide, growing every year. We’re now looking for a talented and highly organised Customer Service Manager to join and play a vital role in supporting our business. Guided by our values, integrity, bold, impactful, humble and community; you will help us shape a workplace and culture we can all be proud of. The Customer Service Manager will be an experienced and people-focused team manager that can lead a team responsible for delivering a smooth and reliable school meal booking service for parents. The role will oversee a System Administrator, an Admin Coordinator, and a team of Customer Support Agents.

Job Responsibility:

Team Leadership & Performance Management: Lead, support, and develop a team of 6 administrators, setting clear expectations and service standards
Manage daily workflow, ensuring timely resolution of calls, emails, and Freshdesk tickets
Conduct regular 1:1s, coaching, and performance reviews to build capability and consistency
Communication & Customer Support Oversight: Ensure all team responses to parents, schools, and internal teams are prompt, professional, and accurate
Oversee the handling of late orders and meal cancellations, ensuring kitchens receive correct information
Support the escalation and resolution of complex or sensitive service issues
Systems Administration & Data Quality Management: Oversee the team's daily use and management of Forbrains, Kanpla, Pebble, Fourth, and other platforms
Manage calendar updates including term dates, closure days, and school-specific schedule changes
Collaborate with internal teams (IT, Schools Liaison, Finance, etc.) to align processes and resolve cross-functional issues
Support the implementation of new system features, updates, and integrations
Maintain documentation, SOPs, and knowledge bases for both staff and service users
Ensure accurate system builds, menu cycles, recipe code integration, and platform synchronisation across all ordering tools
Cross-Department Collaboration: Represent the team in regular and ad-hoc meetings with system partners (Forbrains, Kanpla, Pebble, Fourth)
Act as the main liaison between Central Admin, Operations, Mobilisations, and Technology teams
Menu & Calendar Management Oversight: Approve menu templates and ensure layout accuracy across all ordering systems
Ensure annual academic calendars are prepared, verified, and uploaded in advance of operational deadlines

Requirements:

Proven experience managing a customer service or administrative operations team
Strong organisational and leadership skills with the ability to develop people and drive high performance
Excellent communication skills with the ability to handle complex queries diplomatically
Experience working with multiple digital platforms or systems in a fast-paced environment
Strong attention to detail and commitment to accuracy in data and content
Ability to analyse issues, identify patterns, and lead cross-departmental problem solving
Ability to manage competing priorities and deadlines

What we offer:

Monday to Friday working
25 days holiday plus bank holidays
Access to IFG rewards (money off high street)
Yearly Summer Party
Centrally based offices

Additional Information:

Job Posted:
January 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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