Customer Service Representative in Leicester

Full-time, Monday to Friday, 9am–5pm. Office based: 2 days in the office (including Tuesday and Wednesday, could increase to 3 days), 2 days from home. Required to work rotating weekends (max 7 weekends per year) with two days off during the week.

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

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 utilization, and minimizing 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 the "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 organizational skills and the ability to prioritize competing demands.
• Passion for delivering exceptional customer experiences with a commitment to continuous improvement.

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.

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.