Job Summary:

• Oversee and coordinate the day-to-day activities of Source and Supply Chain support teams.
• Act as the first line for managing escalations from clients, suppliers, and internal teams, ensuring prompt and professional resolution.
• Ensure all customer and supplier communications are handled efficiently and meet service level expectations.
• Monitor and triage high-priority tickets and emails, assigning and following through to resolution.
• Lead regular review meetings with team leaders and provide feedback and updates to the Head of Supplier Solutions.
• Identify service issues or recurring patterns and contribute to the development of improved processes or policies.
• Support workload balancing and hands-on assistance during peak times or complex cases.
• Foster a collaborative, high-performing team culture and motivate staff through strong leadership and support.
• Proactively seek opportunities to enhance the customer experience through process optimisation.
• You will regularly engage with: procurement, suppliers, client contacts, technology partners and third-party providers.
  
  What you'll need to succeed
• Strong leadership experience with a track record of managing operational teams
• Exceptional communication and interpersonal skills, both written and verbal
• Ability to remain calm and make sound decisions under pressure
• Customer-driven ethos and SLA management
• Strong problem-solving abilities and experience managing complex queries or complaints
• Proven background in improving customer service processes and team efficiency
• Confident in working with cross-functional teams to resolve issues and implement improvements

What you need to do now

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