At a Glance
- Tasks: Deliver exceptional customer experiences and manage the order process for iconic beverages.
- Company: Join Carlsberg Britvic, the UK's largest multibeverage supplier with a vibrant culture.
- Benefits: Enjoy competitive salary, private medical options, generous holidays, and high street discounts.
- Other info: Flexible hybrid role with opportunities for growth in a diverse and inclusive environment.
- Why this job: Be the voice of our brand and make a real impact on customer satisfaction.
- Qualifications: Previous customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Customer Service Representative
Full-time, 9.00 am to 5.00 pm, working any 5 days out of 7, therefore flexibility to work weekends is required.
This is a hybrid role.
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 (incl. bank holidays)
- Access to a range of high street discounts
Carlsberg Britvic is the largest multibeverage 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 these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.
About the Role
Join Carlsberg Britvic as a Customer Service Representative and become an essential part of our integrated beverage powerhouse.
In this pivotal role, you'll deliver exceptional customer experiences while managing the end-to-end order process for our world-class portfolio of beer and soft drinks.
As the primary point of contact for customers, you'll build strong relationships, solve problems at their root cause, and ensure seamless service delivery that reflects our commitment to excellence.
This position requires a customer centric mindset, strong communication skills, and the ability to manage competing priorities in a fast paced environment.
Your contributions will directly impact customer satisfaction, operational efficiency, and brand reputation as we continue to build our iconic business proposition in the UK market.
- Role Responsibilities
- Serve as the primary contact for customer depot and head office teams, delivering exceptional service through clear, timely, and proactive communication throughout the order lifecycle.
- Accurately process and validate all customer orders, ensuring high data quality standards while securing and managing booking slots to maintain service continuity.
- Monitor orders against agreed parameters and conduct timely checks to ensure successful execution and adherence to service standards.
- Investigate order failures and service gaps, providing thorough root cause analysis and implementing corrective actions to prevent recurrence.
- Collaborate effectively with forecast managers, deployment teams, transport & warehouse providers to ensure seamless customer service delivery.
- Support the zero loss philosophy by driving optimal order volumes, full load utilisation, and minimising inefficiencies.
- Identify and implement opportunities to simplify processes, improve workflows, and enhance the overall customer experience.
Experience and Key Attributes
- Previous customer service experience in a similar role, with FMCG business experience highly valued.
- Account management experience desirable, with a proven ability to build and maintain strong customer relationships.
- Proficiency with SAP and other order management systems.
- Strong problem solving abilities with a "fix it properly" mindset-identifying underlying issues rather than applying quick fixes.
- Excellent communication skills with the ability to manage stakeholder expectations effectively.
- Detail oriented approach with strong organisational skills and the ability to prioritise competing demands.
- Passion for delivering exceptional customer experiences with a commitment to continuous improvement.
- 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 let us know if you require any adjustments during the recruitment process.
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.
Customer Service Representative employer: Britvic
At Britvic, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Hemel Hempstead. Our employees benefit from a hybrid working model, extensive perks, and opportunities for professional growth, making it a rewarding place to develop your career while contributing to exciting projects that shape the future of our brands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Britvic. 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 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 Customer Service Representative
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:Your cover letter is your chance to shine! Tell us why you want to work at Britvic 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!
How to prepare for a job interview at Britvic
✨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.
