Customer Service Lead

Stansted Airport Ltd; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading food retailer in Greater London is seeking a Customer Service Lead to enhance team performance and ensure exceptional service delivery. This role involves guiding a team, collaborating with supply and demand teams, and overseeing customer orders. The ideal candidate should have at least 3 years in customer service and possess strong organizational and Excel skills. Benefits include a competitive salary, bonus scheme, and health insurance. Remote work flexibility is also offered.

Benefits

Competitive salary

Bonus scheme

25 days holiday

Private Health Insurance

Company Pension Scheme

Free itsu lunch

50% itsu discount

Qualifications

• 3+ years in a customer-facing Customer Service role with proven line management experience.
• Ability to work within a growing business with changing priorities.
• Track record of influencing and building relationships with stakeholders.

Responsibilities

• Foster a motivated team focused on customer service and communication.
• Collaborate with Supply & Demand teams to ensure excellent service.
• Oversee the order-to-cash process and manage stock.

Skills

Outstanding organisation skills

3+ years in Customer Service

Strong Microsoft Excel knowledge

Ability to work under pressure

Job description

# Customer Service Lead### **ideal candidate:*** Outstanding organisation skills and the ability to communicate effectively as part of a team and with customers.* 3+ years in a customer facing Customer Service / Customer Demand Planning / Demand Planning role, with proven line management experience.* Strong Microsoft Excel knowledge, IT savvy.* The energy and self-motivation to work within a rapidly growing business that is constantly evolving with changing priorities, with a flexible and can-do attitude.* Pro-active, identifying issues as or before they arise.* A track record of influencing and building relationships with internal and external stakeholders.* Ability to work under pressure, meet targets and deadlines.itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading grocery business across Europe and beyond. Renowned for its best-in-class food made fresh in every shop every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-in-class healthy food, latest technology, innovation, and talented workforce, itsu is the future of fast food. **D&I statement:**itsu [grocery] is committed to building a diverse, equitable and inclusive organisation. We encourage applicants from a wide range of backgrounds to apply for all of our opportunities. **When applying for a role with us, please remove your: full name, name of University/School, address, email address and any photos of you on your CV and covering letter. non-anonymised CVs may not be reviewed.****Scope of role:**itsu [grocery] is looking for a **Customer Service Lead** to join its supply chain team. They will work closely with the Supply Planning, Demand Planning & Sales Teams, alongside our 3PL storage & distribution partners.* Reporting to the Head of Demand, foster a motivated, proactive, and effective team focused on customer service and communication. Mentor and develop supply chain executives to enhance their skills and performance.* Collaborate with the Supply & Demand teams to ensure excellent service to customers and visibility of our stock levels both internally & externally.* Own service levels by accurately tracking and reporting performance internally and externally. Strengthen customer relationships by addressing non-conformances, managing specific requirements, and driving efficiency savings to reduce costs.* Oversee the order-to-cash process to ensure accurate and timely dispatches, with particular attention on NPD launches, code changes & period end; and debit note resolution. Analyse and manage stock to minimize waste & ensure efficient stock allocation.* Identify and implement opportunities for automation, standardisation, and continuous improvement across customer order processes. Lead initiatives to improve efficiency and align processes with business goals.* Build strong relationships with 3PL contacts to ensure excellent service for customers. Work with the Logistics Manager to address underperformance and agree on improvement measures.* Work with the wider supply chain team to find efficiency savings and reducing cost-to-serve.**what we offer*** Join a successful and high growth food business.* Central London office, 3 days in the office and 2 days at home* Competitive salary* Bonus scheme* 25 days holiday* Private Health Insurance* Company Pension Scheme* Free itsu lunch* 50% itsu discountitsu| | || --- | --- || Salary | Competitive + Bonus and Benefits || Frequency | Annual || Job Reference | itsu/TP/180808/6981 || Contract Type | Permanent || Closing Date | 09 January, 2026 || Job Category | Supply Chain || Division | itsu Grocery || Location | Partnership House, Carlisle Pl London, United Kingdom || Posted on | 10 December, 2025 || OpenStreetMap contributorsDirections to### Spread the word