Customer Service Representative

Job Title: Customer Service Representative
Location: Leicester - Lutterworth NDC
Job Length: Permanent
Working Hours: 37.5

Full-time, Monday to Friday, 9am–5pm

Hybrid: 2 days in the office (including Tuesday and Wednesday, could increase to 3 days), 2 days from home

Required to work rotating weekends (max 7  weekends per year) with two days off during the week 
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 these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.
 

About the Role

Join Carlsberg Britvic as a Customer Service Representative and become an essential part of our integrated beverage powerhouse. In this pivotal role, you'll deliver exceptional customer experiences while managing the end-to-end order process for our world-class portfolio of beer and soft drinks. As the primary point of contact for customers, you'll build strong relationships, solve problems at their root cause, and ensure seamless service delivery that reflects our commitment to excellence.

This position requires a customer-centric mindset, strong communication skills, and the ability to manage competing priorities in a fast-paced environment. Your contributions will directly impact customer satisfaction, operational efficiency, and brand reputation as we continue to build our iconic business proposition in the UK market.

Role Responsibilities

• Serve as the primary contact for customer depot and head office teams, delivering exceptional service through clear, timely, and proactive communication throughout the order lifecycle
• Accurately process and validate all customer orders, ensuring high data quality standards while securing and managing booking slots to maintain service continuity
• Monitor orders against agreed parameters and conduct timely checks to ensure successful execution and adherence to service standards
• Investigate order failures and service gaps, providing thorough root-cause analysis and implementing corrective actions to prevent recurrence
• Collaborate effectively with forecast managers, deployment teams, transport & warehouse providers to ensure seamless customer service delivery
• Support the zero-loss philosophy by driving optimal order volumes, full load utilization, and minimizing inefficiencies
• Identify and implement opportunities to simplify processes, improve workflows, and enhance the overall customer experience

Experience and Key Attributes

• Previous customer service experience in a similar role, with FMCG business experience highly valued
• Account management experience desirable, with a proven ability to build and maintain strong customer relationships
• Proficiency with SAP and other order management systems
• Strong problem-solving abilities with a "fix it properly" mindset—identifying underlying issues rather than applying quick fixes
• Excellent communication skills with the ability to manage stakeholder expectations effectively
• Detail-oriented approach with strong organizational skills and the ability to prioritize competing demands
• Passion for delivering exceptional customer experiences with a commitment to continuous improvement

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.

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.