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- Tasks: Lead and inspire a team to deliver exceptional customer service and drive continuous improvement.
- Company: Join Carlsberg Britvic, the UK's largest multi-beverage supplier with iconic brands.
- Benefits: Enjoy private medical options, life assurance, generous holidays, and a company bonus scheme.
- Why this job: Make a real impact on customer satisfaction and operational efficiency in a dynamic environment.
- Qualifications: Proven leadership skills and experience in customer service, preferably in FMCG or supply chain.
- Other info: Be part of a culture that values continuous improvement and proactive problem-solving.
The predicted salary is between 28800 - 43200 £ per year.
As a Customer Service Team Leader at Carlsberg Britvic, you will be a pivotal leader within our Customer Service function, directly impacting customer satisfaction, operational efficiency, and brand reputation. In this key position, you will coach and develop a team of Customer Service Representatives to deliver exceptional customer experiences while setting clear standards and driving continuous improvement. You will think and act like a true leader—bringing solutions, anticipating issues, and creating a culture 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 across our integrated beverage powerhouse.
Responsibilities:
- Lead, motivate, and develop a team of Customer Service Representatives, fostering a proactive, solutions-oriented culture that delivers high standards of performance and customer satisfaction.
- Act as a senior point of escalation for customer concerns, building strong relationships with delivery sites and head office teams while ensuring timely and effective resolution.
- Oversee accurate order capture, processing, and booking while driving optimal order volumes and full-load utilization to maximize operational efficiency.
- Lead investigations into service gaps with clear root-cause analysis, implementing corrective actions that address systemic issues rather than temporary fixes.
- Drive continuous improvement initiatives that enhance customer experience, simplify processes, and eliminate recurring issues.
- Collaborate closely with forecast managers, deployment teams, and supply chain partners to achieve seamless customer service and support S&OP activities.
- Ensure team proficiency in SAP, CMS, and reporting tools while maintaining data accuracy and using insights to drive performance improvements.
Requirements:
- Proven experience in a customer service role, preferably within FMCG or a fast-paced supply chain environment.
- Demonstrated leadership and coaching capability with the ability to inspire teams to take ownership and operate proactively.
- Exceptional communication skills with the confidence to influence and engage stakeholders at all levels.
- Strong problem-solving abilities with a logical, structured approach to resolving complex issues.
- Experience with SAP or similar ERP systems and a data-driven approach to decision-making.
- Resilience to work under pressure, manage complexity, and make independent decisions.
- Passion for continuous improvement and driving positive change in line with our "Semper Ardens" (always burning) principle.
Benefits:
- Private Medical options
- Life Assurance
- Company bonus scheme
- Access to 24/7 GP services
- Enhanced pension contribution
- Generous holiday (including bank holidays)
- Access to a range of high street discounts
Customer Service Team Leader in Lutterworth employer: Britvic
Contact Detail:
Britvic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Lutterworth
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Carlsberg Britvic's values and mission. This way, you can show how your leadership style aligns with their focus on customer satisfaction and continuous improvement.
✨Tip Number 2
Practice your problem-solving skills! Think of examples from your past experiences where you’ve tackled complex issues or improved processes. Be ready to share these stories during your interview to demonstrate your proactive approach.
✨Tip Number 3
Show off your communication chops! As a Customer Service Team Leader, you'll need to influence and engage various stakeholders. Prepare to discuss how you've successfully built relationships and resolved conflicts in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Carlsberg Britvic.
We think you need these skills to ace Customer Service Team Leader in Lutterworth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Team Leader role. Highlight your leadership experience and any relevant achievements in customer service to show us you’re the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how you can lead a team to success. Be sure to mention specific examples of how you've driven improvements in previous roles.
Showcase Your Problem-Solving Skills: In your application, don’t shy away from sharing examples of how you’ve tackled complex issues in the past. We love to see a logical approach to problem-solving, especially in fast-paced environments like FMCG.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Britvic
✨Know Your Customer Service Inside Out
Make sure you understand the ins and outs of customer service, especially in a fast-paced environment like FMCG. Brush up on common challenges and solutions in customer service, and be ready to share your experiences and how you've tackled similar issues.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully coached team members in the past, and think about how you can inspire a proactive culture within your team.
✨Be Ready for Problem-Solving Scenarios
Expect to face some tricky questions that test your problem-solving skills. Think of specific situations where you've identified root causes of issues and implemented effective solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with Relevant Tools
Since the role involves using SAP and other reporting tools, it’s a good idea to brush up on these systems. If you have experience with similar ERP systems, be prepared to discuss how you've used data to drive performance improvements in your previous roles.
