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Job Summary:We are seeking an experienced and driven Supply Chain Manager to oversee and lead the daily operations of two core support teams, Source and Supply Chain. Acting as the first point of contact for escalations, the successful candidate will play a key role in delivering exceptional service to internal and external stakeholders, driving process improvements, and managing communication channels effectively across the supply chain function.Main Responsibilities:
- 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 nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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