Job Description

Do you have Management experience within a Customer Service environment ideally within the FMCG sector? If so, please read on…
Key Responsibilities
You and your team will handle all customer service contacts through to resolution providing a great customer experience for the UK business
You will provide management information and recommendations to your UK customer service team delivering an enhanced customer experience
You will be the escalation point for UK customer service complaints & operational challenges.
You will be the business owner of administrative process within your team
You will work with the UK to resolve operational issues impacting customers, delivering cost and time efficiencies, demonstrating value for money of a shared services support function
Have solid products and supply chain process knowledge and develop your team, to give customers an excellent service and contribute to operational and cost improvements for the UK business whilst providing administrative support for other customers
Proactively identify inefficiencies and implement continuous improvement.
Display and instill, a service culture and customer service orientation in the teams.
Provide management information, identifying trends and exceptions that need attention
To be successful you will need:
Experience at a management level working in a customer facing, customer service environment
Experience of complaint investigation and issue resolution
Working knowledge of customer operations, supply chain process and product information
Previous experience of working cross functionally to continuously improve operations
Excellent verbal, written and numerical communication and influencing skills
Confident working cross functionally, at varying levels
Experience of online customer service delivery, for an FMCG product offering
Resourceful and comfortable working at pace, managing multiple, often conflicting deadlines
Accountable - takes ownership of issues and sees them through to resolution
Benefits
26 days holiday plus bank holidays
Health cashback scheme
Pension benefit
Flexible working opportunities including working from home opportunities - Your normal working working week will be between 8am - 5pm with a minimum of 2 days working in the office
Free onsite parking for when you are in the office
A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance