Customer Support Manager

Reporting To

FareShare Go Operations Delivery Manager

Direct Reports

4

Contract Type

Permanent

Location

Hybrid, Sheffield Office (Suites 1, 3, and 4, The Hive, Fountain Precinct, 1st Floor, Leopold Wing)

Working days/hours per week

35 hours per week, Monday - Friday, 9am - 5pm

Requirements

We can only employ applicants who currently have the right to work in the UK. As part of our safer recruitment policy, we do ask questions regarding unspent criminal records.

Our Vision

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 delivery of frontline customer support to FareShare's charity network and FSGo food partners.

Duties and Responsibilities

Through the leadership of the Customer Support Team, you deliver excellent frontline service to FareShare's network of charities and retail partners. Provide timely, professional and effective resolution of complex and sensitive issues, while maintaining accurate reporting and case management standards, collaboration with key stakeholders to ensure operational excellence, exceeding customer satisfaction and supporting the delivery of the charity vision and ambition.

Your normal duties and responsibilities will be set out in your job description. However, the charity may require you to perform other duties from time to time.

• Proven experience managing a customer service or support function in a fast-paced environment
• Strong line management, coaching and performance management experience
• Experience analysing data, identifying trends and translating insights into operational improvements
• Excellent stakeholder management and relationship-building skills across internal and external partners
• Strong IT capability including CRM systems and Microsoft Office, with the ability to maintain accurate reporting and documentation.

Equity Diversity Inclusion & Belonging

At FareShare, we are committed to promoting equality, diversity, and inclusion in everything we do. We value the unique contributions of every individual and strive to create a respectful, inclusive environment free from discrimination or prejudice. Our commitment extends to all employees, and volunteers, ensuring equal opportunities for everyone, regardless of background or characteristics.

Application Procedure

Once you apply, you will be directed to our recruitment portal. Please upload your CV and a covering letter outlining your suitability for the role and make sure that they are both uploaded before submitting your application. After you have submitted your application, you have 24 hours in which you can access your application and make edits. We will only consider applications with both CV and cover letter submitted.

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.