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The Felix Project Logo The Felix Project · Customer Service

Front of Store Team Leader

United Kingdom, Sheffield 26000.00 - 28000.00 GBP / Year · Job Posted May 29, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • 28 days annual leave per annum (+ bank holidays) plus up to 2 days additional leave for length of service
  • Enhanced Maternity and Paternity leave
  • Birthday day off
  • Access to discounts for a wide range of discounts on everyday spends
  • Training and development opportunities
  • Employee assistance programme including 24 Hour GP helpline
  • Cycle to Work Scheme
  • Opportunity for free meals whilst working at our depots
  • After work activities such as Felix's softball team, running club and cycling club
The Felix Project - All Job Offers

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