Job Title: Digital Customer Service Manager
Location: Wolverhampton
Job Length: Permanent Full Time
Competitive Salary with extensive benefits:
Product allowance alcoholic & non alcoholic choices
Company bonus scheme
Life Assurance
Access to 24/7 GP services
Company pension contribution
Generous holiday (inc bank holidays & trading)
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 Britvics 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 Ice Tea and Rockstar Energy.
With a strong national footprint, the Carlsberg Britvic business includes 6 production facilities and 16 logistics depots 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.
If you are interested in joining our journey, we are now recruiting for a Digital Customer Service Manager. Reporting to the Head of Customer Service, this role will play a key part of our success journey, and you will have the opportunity to be involved in the following:
Role Responsibilities:
Drive excellence in end-to-end customer service across of On Trade and Off Trade channels
A digital first focus, promoting self-service customer touchpoints in collaboration with digital solutions and marketing
Continuous improvement via quarterly review of customer service standards, operations and team development
Build and enhances relationships, processes, and information flows with key internal and external stakeholders
Establish and execute performance and productivity standards of the team
Contribute to a high-performance culture with high levels of personal accountability, ownership and focus on Carlsbergs Growth Principles
Balance cost to serve with Customer Service improvement delivering an appropriate digital first strategy
Experience and Key Attributes:
Extensive Customer Services experience, ideally in an FMCG industry and across multiple routes to market
Operational experience with digital first solutions and customer service funnel to improve cost to serve
Data & insights driven; analysing and seeking continuous improvement and opportunities to enhance customer experience
Intra-departmental and cross-functionally aware; build relationships with key stakeholders and ensure timely, reliable, flows of information
Experience of inspiring large teams building talent, motivation, and capability of the organisation whilst motivating and leading teams
Able to identify and drive improvement bringing clear focus and setting high standards of execution right through to customer
Decisive, proactive, and ability to delegate and validate tasks
Diplomacy to handle customer query escalation and internal stakeholder conversations
Strong leadership skills, driven by achieving/exceeding predetermined company targets and KPIs and holding team to account when performance dips
Digitally curious and up to date with external Customer Service trends to challenge current ways of working
This is an exciting time to join our newly formed business with their incredible individual historys, innovation of products and some of the UKs 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.
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