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Customer Service Team Leader

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Date: 14-May-2019

Location: Leicester, GB

Company: Britvic


About the Role:

To manage the team of customer service representatives to deliver the customer service vision of best in class customer experience, driving team training and development and optimisation of the order capture to delivery process. Channel aligned but will support cover across channel.

Key Responsibilities:

-To oversee and ensure optimisation of the end to end order capture process.

-Management of direct reports within channel aligned team structure to deliver customer service vision of best in class customer experience.

-Leading the team to deliver their GPS commitments through disciplined periodic 1-2-1s, daily and weekly team huddles, and periodic team meetings.

-Leading full review of customer service reporting and cost to serve analysis with Customer Service Analyst, driving development and execution of action plans with the customer service representatives to deliver customer service target alongside zero loss savings for channel.

-Development of documentation of full SOP and creation of customer service team training plans.

-Drive ongoing training plans, continuous review and maintenance of SOPs and adherence to process, ensuring consistent ways of working within clearly outlined processes.

-Escalation point for customer and cross functional queries.

-Aligned channel point of contact for COMs/CLM.

-Ensure all failures and shortages are investigated, communicated and relevant action plans executed to resolve issues and drive customer service.

-Work cross functionally with collaboration and forecast managers, deployment, transport providers, optimisation team and network execution to ensure best in class customer service in the most efficient way.

-Ensure optimal use of systems SAP, CMS (telephone query line) and customer service reporting.

-Management of the allocation process.

-Support of the concessions process ensuring customer service representatives are engaged and operating within the process.

-Review customer Service “Pulse” survey results (combined with AGS feedback), driving execution of action plans towards our goal to be the most valued by our customers and partners.

Knowledge, Skills & Experience Required:

-Customer facing experience

-FMCG business experience



-A Level or equivalent



We’re committed to providing equal opportunities to all applicants and employees – in fact this is at the heart of our company culture and values, and we welcome applications from candidates with diverse backgrounds.

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