Why join us
At Sainsbury's, we are committed to putting the customer at the heart of everything we do. As a Customer Service Delivery Manager, you will play a vital role in driving customer satisfaction and loyalty by leading the development and implementation of service delivery strategies. Joining our newly formed Customer Service team, you will have the opportunity to make a real impact on the overall customer experience by collaborating with key stakeholders and driving cultural and behavioural change. With a focus on delivering exceptional customer service and driving continuous improvement, you will have the chance to work in a dynamic and fast-paced environment, championing the voice of the customer and influencing strategic decision-making. Join us and be part of a passionate team dedicated to providing the very best customer satisfaction for millions of customers across our multi-channel, multi-brand business.

What you'll do
As the Customer Service Delivery Manager at Sainsbury's, you will play a pivotal role in enhancing the overall customer experience and driving customer satisfaction. Collaborating with key stakeholders across the business, you will develop and implement strategies for service delivery that optimise operational efficiency while improving customer loyalty. Your responsibilities will include partnering with stakeholders to activate innovative solutions for delivering industry-leading service, monitoring performance metrics and customer feedback to identify areas for improvement, and providing guidance to ensure customer service initiatives meet the needs of our customers. Additionally, you will be responsible for maintaining visibility of stakeholder roadmaps, mitigating potential service delivery risks, and presenting performance data and insights to senior leadership. You will serve as a visible leader, creating a positive and inclusive culture while role modelling Sainsbury's valued behaviours and focusing on making a difference for both customers and colleagues.

Who you are
As a Customer Service Delivery Manager at Sainsbury's, you are a customer-centric leader with a deep passion for delivering exceptional customer service and driving satisfaction. With your experience in customer-centric leadership roles, preferably within the multi-channel retail industry, you have a proven track record of driving and improving service excellence. You excel in delivering transformation at scale and embedding sustainable change, utilising your project management skills and ability to build effective relationships with stakeholders at all levels. Your expertise in customer relationship management systems and process improvement methodologies, coupled with your analytical mindset, allows you to drive informed decision-making based on customer feedback, service metrics, and insights. With your commercial awareness, strategic mindset, and willingness to challenge the status quo, you identify opportunities for growth and efficiency in our customer service. Your flexibility, adaptability, and ability to manage multiple priorities in a fast-paced environment make you a valuable asset to our newly formed Customer Service team as we strive for the very best customer satisfaction.

Qualifications

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:

Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform.

Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme.

Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).

Responsibilities

We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. As the link between sellers and buyers, retail and head office, our retail operations team is the cog that keeps things running. With teams focused on store facing, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business. It’s an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, it’s vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There’s also a real team ethos. After all, it’s people like you who are going to truly transform this part of the business.