At a Glance
- Tasks: Lead training and development for Customer Service Representatives, enhancing skills and service excellence.
- Company: Join Carlsberg Britvic, the UK's largest multi-beverage supplier with iconic brands.
- Benefits: Enjoy competitive salary, private medical options, generous holidays, and a company bonus scheme.
- Other info: Be part of an inclusive culture that values diverse perspectives and continuous improvement.
- Why this job: Make a real impact by coaching and developing a dynamic customer service team.
- Qualifications: Experience in customer service, strong communication skills, and a passion for people development.
The predicted salary is between 40000 - 50000 £ per year.
Location: Lutterworth
Job Length: Permanent – Full Time
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
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 Britvic’s 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 Iced Tea and Rockstar Energy.
With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depots servicing customers up and down the UK. As the Dynamic, Multi-Beverage Powerhouse, we are united by a single, consistent goal: ensuring our people thrive.
About the role: The Capability and Growth Lead focuses on developing capability, accelerating growth in skills and confidence, and embedding best practice across the Customer Service team. Rather than holding direct line management responsibility, this role acts as a capability leader, coach, and operational expert, supporting Customer Service Representatives to perform at their best. You will lead through influence, expertise, and visibility providing hands-on training, guidance, and operational support, while stepping into account management activity when resource levels require. This role requires strong judgement, confidence, and credibility. You will proactively identify gaps in knowledge, process, or execution and take ownership of improving them. Your leadership will be felt through influence, coaching, and visible operational excellence rather than formal people management.
Role Responsibilities:
- Lead the onboarding, training, and ongoing development of Customer Service Representatives.
- Coach and support colleagues to build capability, confidence, and service excellence.
- Act as a subject matter expert, providing guidance on customer queries, processes, and complex issues.
- Drive knowledge sharing and cross-skilling to build a flexible and resilient team.
- Support day-to-day operations by helping prioritise workloads and maintain service levels.
- Provide hands-on support during peak periods, change activity, or resource shortages.
- Assist with the resolution of customer escalations, working collaboratively with internal teams to deliver effective solutions.
- Ensure SOPs, training materials, and customer service processes remain accurate, up to date, and consistently applied.
- Use performance data, audits, and customer feedback to identify development opportunities and drive continuous improvement.
- Champion a culture of learning, accountability, and continuous improvement across the Customer Service team.
Experience and Key Attributes:
- Strong experience in a customer service or supply chain environment, ideally FMCG.
- Proven ability to coach, train, and develop others without formal line management authority.
- Confident communicator with the credibility to influence and guide peers.
- Strong organisational skills and ability to manage competing priorities.
- Proactive problem-solver with high attention to detail.
- Experience using SAP or similar ERP systems (desirable).
- Comfortable working hands-on while also providing leadership and guidance.
- High level of ownership, accountability, and professionalism.
- Strong interest in people development, capability building, and continuous learning.
- Ability to balance operational delivery with longer-term capability and growth focus.
- Additional leadership or customer-service-related training (desirable).
This is an exciting time to join our newly formed business – with their incredible individual histories, innovation of products and some of the UK’s 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.
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.
Growth & Capability Lead employer: Britvic Soft Drinks
Carlsberg Britvic is an exceptional employer, offering a vibrant work culture that prioritises employee growth and development. Located in Lutterworth, the company provides extensive benefits including a competitive salary, private medical options, and generous holiday allowances, all while fostering a supportive environment where employees can thrive through coaching and continuous learning opportunities. Join us to be part of a dynamic team dedicated to excellence in customer service and innovation in the beverage industry.
StudySmarter Expert Advice🤫
We think this is how you could land Growth & Capability Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Britvic Soft Drinks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Britvic Soft Drinks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Growth & Capability Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Britvic Soft Drinks:Your cover letter is your chance to shine! Tell us why you want to work at Britvic Soft Drinks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Britvic Soft Drinks!
How to prepare for a job interview at Britvic Soft Drinks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
