Our Grocery Service Centre, based near Liverpool, is a hub for transactional activity across multiple ABF companies within the ABF Grocery division. Supporting some of our well-known brands such as Kingsmill, Pataks, Blue Dragon, Jordans, Ryvita and Silver Spoon, amongst others. We deliver Shared Service activities across a wide range of disciplines including Customer Services, Consumer Care, Finance, Payroll, HR and IS.
Overview of role
Location : Liverpool
Play an essential role in driving outstanding levels of customer satisfaction through various.
channels to ensure all Customer orders are processed in a timely manner within our service level.
agreements, all whilst adhering to regulatory requirements.
The Customer Services department is open 364 days of the year and is a 7-day operation.
Key Accountabilities
1. Manage all aspects of operational and people management in a fast-paced environment.
2. Ensure all staff are measured consistently within performance benchmarking.
3. Build a culture of two-way communication by having regular catch ups with your team to keep them informed and focus on development.
4. Train, develop and mentor your team, ensuring detailed action plans are documented and your team are held accountable.
5. Manage day-to-day line activities and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
6. Support the Operations Manager to highlight risks and drive areas for improvement and deliver positive change and business efficiencies.
The Right Person
7. Experience within a senior customer service role with multi-site exposure and experience of distribution networks.
8. Be able to interpret data from a variety of sources and provide sound analysis and recommendation.
9. Able to make quick decisions using the information available and communicate effectively.
10. Experience of working within multi-skilled and cross functional teams to deliver an efficient and high standard of service.
Our defining value is to ‘Be The Best We Can Be’. The behaviours we believe help us do this and are key to our success are: Aim High, I Do What I Say, Work Together and Everybody Matters.
We are committed to equal treatment and opportunities for all our people, and believe in building a diverse and inclusive organisation that represents our communities and generates the best outcomes for consumers, customers and stakeholders.