Customer Service Team Leader
Location: Wolverhampton (office is relocating to Stafford early 2027)
Job Length: Permanent – Full Time, Monday - Friday
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
About the role
The Customer Service Team Leader is a key leadership position within the Customer Service function. This role is accountable for coaching, developing, and motivating a team of Customer Service Representatives to deliver exceptional customer experiences and best‑in‑class service performance. More than just managing day‑to‑day operations, the Customer Service Team Leader is expected to think and act like a leader—bringing solutions, driving continuous improvement, and proactively advancing team performance. You will create a culture where issues are anticipated rather than reacted to, where problems are solved at the root cause, and where team members take ownership without waiting for instruction. As the primary contact for customer delivery depots and head office teams, you will role‑model excellence in communication, service, leadership, and operational execution. Your leadership will directly influence customer satisfaction, efficiency, and the reputation of the Customer Service team across the Carlsberg Britvic network.
Role Responsibilities
* Lead, motivate, and develop a team of Customer Service Representatives, creating a positive and high‑performing culture focused on accountability, collaboration, and excellent customer service.
* Coach and support team members to build confidence, strengthen decision‑making, and encourage proactive problem‑solving and continuous improvement.
* Act as a senior escalation point for customer issues, ensuring concerns are resolved quickly, professionally, and with a customer‑first approach.
* Build strong relationships with customer delivery sites and head office teams, representing Carlsberg Britvic in a professional and solutions‑focused manner.
* Oversee accurate and timely order processing, validation, and booking, ensuring service levels and operational efficiency are maintained.
* Monitor customer service performance metrics, identifying risks early and implementing corrective actions where required.
* Lead investigations into service issues, shortages, and order failures, providing root cause analysis and long‑term solutions to prevent recurrence.
* Drive continuous improvement initiatives to simplify processes, improve efficiency, and enhance the overall customer experience.
* Work collaboratively with Forecasting, Deployment, Transport, Warehouse, and Supply Chain teams to ensure seamless customer service delivery.
* Support wider supply chain planning activities by providing operational insight and contributing to demand and supply decision‑making.
* Ensure effective use of SAP, CMS, and reporting tools, maintaining high standards of data accuracy and using insights to drive performance improvements.
Experience and Key Attributes
* Experience in a customer service role, ideally within FMCG or a fast‑paced supply chain environment
* Strong leadership and coaching capability
* Clear, confident communication skills with the ability to influence and engage at all levels
* Strong problem‑solving skills and a logical, structured approach
* Experience with SAP or similar ERP systems
* Ability to work under pressure, manage complexity, and make decisions independently
* Passion for continuous improvement and leading positive change
* Ability to inspire a team to take ownership and operate proactively
* Additional leadership or customer‑service‑related training (desirable)
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.
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