Customer Service and Operations Manager

3 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom Martin-Brower Co. Full time
Job Title:
Senior Service Operations Manager

Full-time: Permanent Mon – Fri


Are you a seasoned leader in customer service? Passionate about driving service excellence and optimizing processes? As a Senior Service Operations Manager, you'll be at the forefront of transforming and executing our strategic service vision, ensuring that our teams perform at their best while enhancing customer satisfaction and operational efficiency.


Position Summary:

In this role you will be responsible for all aspects of delivery of service excellence through effective management of Southern Restaurant Service Managers, Customer Service Team Leader, and the Southern Customer Service Advisor team.

Develop and drive the Martin Brower UK & Ireland customer service strategy to facilitate and lead alignment, continuous improvement, and improve customer service across the network.

Support the Head of Service in developing and delivering Martin Brower UK & Ireland service operations strategy work streams that lead to continuous improvement in service provided to the restaurants.

Have direct line management responsibility for the Southern based Restaurant Service Manager team and Customer Service Team Leader South.
Support the business response for restaurant capacity development and proactivity to support McDonald's restaurant growth.

Ensure quality, collaborative communication between McDonald's Restaurant and Martin Brower UK & Ireland are delivered by the customer service team.

Support Space Planning and Capacity Evaluation Manager in the flawless execution of restaurant capacity solutions by cultivating strong Restaurant Service Manager and McDonald Restaurant and Construction relationships.

Achieve network alignment and ensure service delivered by the team to McDonald's restaurants is consistently great and interaction is proactive and personal to support their business development.

Work collaboratively with all Martin Brower UK & Ireland functions to ensure service standards can and are being achieved, including the process, procedures, and reporting to achieve this.

Excellent communication and flexible leadership skills.
Proven proactive customer relationship skills.
Able to deliver change management.
Able to use Microsoft Word, PowerPoint, and Outlook (or similar).

About Us:

Martin Brower is a global leader in supply chain solutions, providing end-to-end logistical support to some of the world's most iconic restaurant brands.

We pride ourselves on our commitment to exceptional service and innovation.

As a Senior Service Operations Manager, you will be responsible for driving service excellence and optimizing processes across the network. You will lead the development and delivery of the customer service strategy, ensuring alignment and continuous improvement. You will also have direct line management responsibility for the Southern based Restaurant Service Manager team and Customer Service Team Leader South.

You will support the business response for restaurant capacity development and proactivity to support McDonald's restaurant growth. You will ensure quality, collaborative communication between McDonald's Restaurant and Martin Brower UK & Ireland are delivered by the customer service team.

You will work collaboratively with all Martin Brower UK & Ireland functions to ensure service standards can and are being achieved, including the process, procedures, and reporting to achieve this.

Excellent communication and flexible leadership skills are essential for this role. Proven proactive customer relationship skills and ability to deliver change management are also required.

Able to use Microsoft Word, PowerPoint, and Outlook (or similar) is a must.



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