Operations & Customer Service Lead
£32,000 DOE
Location: Hybrid - Must live within 1 hour of Redditch, and ideally 1-1.5 hours of Weston-Super-Mare
Travel: 1 day per week in Redditch, 1–2 visits per month to South West base (Weston-super-Mare/Bath)
At Field Doctor, we create chef-made, dietitian-designed, supercharged frozen meals that support better health. Delivered straight to our customers' doors nationwide, our award-winning meals help people meet their dietary needs without sacrificing flavour. We are a fast-growing, entrepreneurial team looking for a proactive leader to take ownership of our day-to-day operations and liaison with our fulfilment partner and be part of the customer service team.
As our Operations & Customer Service Lead, the role is two-part and very much 50/50 between Ops and Customer Service:
1. You will be the driving force behind our on-time, in-full delivery network. You will own the operational performance of our fulfilment partner (Oakland International), manage stock and courier relationships (DPD & HIVED), and
2. You’ll be part of the Customer Service team, working very closely with our Customer Service Advisor, responding to customer tickets and calls, and then turning that customer feedback into operational improvements.
Key responsibilities:
- Operations, Fulfilment & Warehouse Management: Act as the main link between internal teams and Oakland's warehouse, spending at least 1 day/week on-site to investigate picking, packing, and customer order discrepancies.
- Stock & Inventory Management: Monitor stock levels, Best Before report and dry ice requirements in order to identify discrepancies, operational concerns and reduce stock loss
- Logistics & Courier Performance: Manage courier partners (DPD & HIVED), monitor delivery performance (OTIF/NI metrics), and resolve logistics issues or adverse weather challenges.
- Temperature Control & Seasonal Planning: Monitor weather conditions, best-before dates, and dry ice requirements to ensure frozen meals arrive in perfect condition.
- Product & Meal Set-up: Coordinate the operational set-up and flow-store integration for new meals and product launches.
- Operational Reporting, KPIs & Performance: Review daily reports, identify trends and operational/customer service issues and follow up with relevant teams in order to resolve problems and identify and implement service and process improvements.
- Customer Support: As part of our Customer Service team responding to customers on Gorgias (software) and telephone to deal with day to day customer issues, as well as helping to resolve complex complaints, process goodwill gestures, and feed customer insights back into operations.
What We Offer
- £32,000 salary (DOE)
- 25 days annual leave + bank holidays
- Generous employee discount on our products
- Company pension scheme
Who we are looking for:
To be successful in this role we need someone with the following skills and experience:
- Operational & Logistics Experience: Proven track record in operations, supply chain, or third-party logistics (3PL) management, ideally within the food, cold-chain, or e-commerce sector.
- Courier & Performance Management: Experience managing delivery partners (such as DPD), tracking service level agreements (SLAs), and monitoring key performance metrics like OTIF (On-Time In-Full).
- Inventory & Quality Control: Strong stock management skills with experience handling reporting, waste reduction, and maintaining strict product quality control standards.
- Customer-Centric Problem Solver: Ability to handle complex customer service enquiries and complaints (preferably via tools like Gorgias), using direct feedback to root-cause and fix operational failures.
- Self-Motivated & Adaptable: Comfortable working independently across a field-based/hybrid model, managing multiple priorities, and traveling regularly between key sites.
- Data & Process-Driven: Strong analytical mindset with proficiency in reading operational reports, maintaining spreadsheets, and systematically onboarding new products into systems.
Pay: Up to £32,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- On-site parking
- Work from home
Application question(s):
- Are you located within an hour of Redditch and willing/able to travel to both there and Weston Super Mare when required?
- Do you have your own car/transport?
- What is your current salary?
- What is your notice period?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Redditch B98 9DB
