Growth & Capability Lead

Job Title: Growth and Capability Lead 

Location: Lutterworth

Job Length: Permanent – Full Time

Competitive Salary with extensive benefits:

Monthly product allowance – alcoholic & non-alcoholic options available
Private Medical options
Life Assurance
Company bonus scheme
Access to 24/7 GP services
Enhanced pension contribution
Generous holiday (inc bank holidays)
Access to a range of high street discounts

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy.

With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depot’s servicing customers up and down the UK.   As the Dynamic, Multi-Beverage Powerhouse, we are united by a single, consistent goal: ensuring our people thrive.

About the role:

The Capability and Growth Lead focuses on developing capability, accelerating growth in skills and confidence, and embedding best practice across the Customer Service team.

Rather than holding direct line management responsibility, this role acts as a capability leader, coach, and operational expert, supporting Customer Service Representatives to perform at their best. You will lead through influence, expertise, and visibility providing hands-on training, guidance, and operational support, while stepping into account management activity when resource levels require. This role requires strong judgement, confidence, and credibility. You will proactively identify gaps in knowledge, process, or execution and take ownership of improving them. Your leadership will be felt through influence, coaching, and visible operational excellence rather than formal people management.

Role Responsibilities:

• Lead the onboarding, training, and ongoing development of Customer Service Representatives.
• Coach and support colleagues to build capability, confidence, and service excellence.
• Act as a subject matter expert, providing guidance on customer queries, processes, and complex issues.
• Drive knowledge sharing and cross-skilling to build a flexible and resilient team.
• Support day-to-day operations by helping prioritise workloads and maintain service levels.
• Provide hands-on support during peak periods, change activity, or resource shortages.
• Assist with the resolution of customer escalations, working collaboratively with internal teams to deliver effective solutions.
• Ensure SOPs, training materials, and customer service processes remain accurate, up to date, and consistently applied.
• Use performance data, audits, and customer feedback to identify development opportunities and drive continuous improvement.
• Champion a culture of learning, accountability, and continuous improvement across the Customer Service team.

Experience and Key Attributes:

• Strong experience in a customer service or supply chain environment, ideally FMCG
• Proven ability to coach, train, and develop others without formal line management authority
• Confident communicator with the credibility to influence and guide peers
• Strong organisational skills and ability to manage competing priorities
• Proactive problem-solver with high attention to detail
• Experience using SAP or similar ERP systems (desirable)
• Comfortable working hands-on while also providing leadership and guidance
• High level of ownership, accountability, and professionalism
• Strong interest in people development, capability building, and continuous learning
• Ability to balance operational delivery with longer-term capability and growth focus
• Additional leadership or customer-service-related training (desirable)

This is an exciting time to join our newly formed business – with their incredible individual history’s, innovation of products and some of the UK’s most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.

Interested in finding out more? Apply today and a member of the recruitment team will be in touch!

Application Process:

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.
We look forward to receiving your application.

Our commitment to diversity equity & inclusion

We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.

We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.