Customer Technical Support Manager in Pontefract

This is an exciting opportunity to join Refresco Bondgate, one of the UK's leading beverage manufacturing sites, where you'll play a pivotal role in shaping customer relationships and driving quality excellence. As the technical link between our customers and the business, you'll have the autonomy to influence continuous improvement, collaborate with cross-functional teams, and make a real impact on customer satisfaction.

A Customer Technical Support Manager manages the technical relationship between customers and the company, ensuring customer expectations are met in a timely and positive manner.

• Manage the technical relationship with customers, ensuring expectations are understood, communicated, and consistently met.
• Respond to customer enquiries, conduct site visits and audits, and represent the business at customer review meetings.
• Collaborate with site quality teams and commercial account managers to implement customer-driven quality improvements.
• Investigate escalated customer complaints and product withdrawals, identify root causes, and implement corrective actions.
• Liaise with local authorities to resolve regulatory and enforcement matters while ensuring compliance with safety, hygiene, and housekeeping standards.
• Demonstrate strong leadership, empower team members, drive continuous improvement, and maintain high ethical standards with a focus on customer satisfaction.

The ideal candidate will have demonstrable operational experience, ideally within a fast-moving consumer goods (FMCG) manufacturing environment, with a strong understanding of modern manufacturing methodologies and quality systems. They will have a genuine interest in the food and beverage industry and a passion for driving continuous quality improvement. The successful candidate will also possess strong project management skills and proven experience in managing customer quality and technical complaints, using a proactive, customer-focused approach to resolve issues and implement effective corrective actions.

We want someone who will lead and role model to the Refresco core values - agile, responsible, excellent, passionate and entrepreneurial.

Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand.

Refresco believes that equal opportunity for all is fundamental to our company's values and all our applicants can expect fairness and transparency in our recruitment process.