You might not know it, but every time you go grocery shopping, chances are you are using at least one of HL’s products.
HL is a global leader in in-store merchandising and communication, helping customers to create a better shopping experience around the world. Founded in 1954, HL today is present in more than 70 countries and solutions can be found in 330,000 stores, supporting customers to grow sales, inspire shoppers, drive automation, and reduce waste.
We have a passion and a strong track record of developing our people within their roles, and through exposure to the different markets and functions across our business.
We are seeking a Customer Service Manager to lead a team of 10 Customer Service Officers. This is a fast‑paced, hands‑on position with a monthly requirement to travel to our Head Office in Essex and site in Leeds.
Working closely with some of the UK’s leading retailers, the role demands a leader who is willing to roll up their sleeves to ensure all customer orders are processed accurately, loaded on time, and delivered in full to meet agreed deadlines.
You will provide inspirational leadership by challenging, coaching, and supporting the team to perform at their best. The ideal candidate will be confident implementing change, making effective decisions, and resolving service issues during peak periods while maintaining high levels of motivation across the team.
* Ensure customer retention by consistently delivering exceptional, high‑quality service from the back‑office Customer Service team.
* Maintain a fully capable and reliable support team to enable Commercial operations.
* Oversee work and personnel in the Customer Service team, ensuring that processes and procedures are met.
* Identify inefficiencies within key accounts, implement new routines and monitor.
* Represent internally the voice of the customer.
* Travel between 3 sites to provide consistent level of support to the full team.
Area of responsibility and main duties:
* Delegate work for Customer Services Team through daily meetings.
* Ensure orders received and loaded within 24hours of receipt.
* Confirm all orders to customers checking stock availability and incoming deliveries.
* Manage own customer base – quotations, order processing, delivery issues.
* Work closely with full team to plan and provide holiday and sickness cover.
* Skills matrix training with team.
* Ensure Customer Service SLAs are achieved.
* Provide resolution on customer claims.
* Create credit notes working with Finance to resolve any outstanding payments.
* Monthly Productivity reporting.
* Internal presentations to the immediate and wider team.
* Key Account Customer internal meetings.
* Key customer account checks to eradicate customer delivery issues.
* Yearly team appraisals with mid-year reviews – create development plans, identify training requirements.
* Setting clear objectives for the team in line with HL Commercial priorities.
* Yearly salary reviews.
* Recruitment – Interviews, trial period reviews, induction planning.
* Daily communication with Area Operations Manager.
Does this sound like the right challenge for you?
So, who are you?
We employ people from all walks of life and with a wide range of work experiences. To succeed in this role, we are looking for the following skills and experience:
* Several years’ experience in Customer Service.
* Team Leader or Customer Services Manager experience necessary.
* Understanding of logistics and operations.
* Well organized with strong time management skills.
* Excellent communication skills both verbal and written.
* Proficient in Microsoft Office (Intermediate or higher Excel skills).
* Self-motivated with a proactive approach to problem solving.
Educational background:
* Business and Admin recognized qualification.
* Recognized Management qualification.
* GCSE 4+ (C+) or equivalent.
What We Offer:
* Work in a business with global scale – where people are empowered to make decisions locally.
* Grow with a company which has big ambitions – both for the business and our employees.
* Help us improve the shopping experience and drive sustainability in retail.
* Competitive salary and benefits and a collaborative and supportive work environment.
Want to know a little more about us?
HL Display has its headquarters in Stockholm, Sweden.
We have sales offices in 23 countries, covering 39 markets, and distribution partners covering the remaining markets globally.
Our production facilities are located in Sweden, Poland, UK, Germany, Canada and China and handle a variety of industrial processes, including plastics and metal fabrication, printing and assembly.
Our three key customer segments are retail food, branded goods suppliers and non-food retail.
We are deeply committed to our behaviours:
* taking ownership;
* acting with speed; and
* working as one team
With these values, and our great people, we are proud to be on track to delivering on our ambitious growth plans.
The company has over 1,400 employees and net sales of 2,700 MSEK. HL is a wholly owned subsidiary of the listed Swedish Business Group Ratos.