At a Glance
- 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 competitive salary, private medical options, life assurance, and high street discounts.
- Other info: Diverse and inclusive workplace committed to your growth and development.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in customer service and strong leadership skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Wolverhampton (office relocating to Stafford early 2027)
Job Length: Permanent – Full Time, Monday - Friday
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
- 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.
About the role
The Customer Service Team Leader is a key leadership position within the Customer Service function. This role is accountable for coaching, developing, and motivating a team of Customer Service Representatives to deliver exceptional customer experiences and best‑in‑class service performance. More than just managing day‑to‑day operations, the Customer Service Team Leader is expected to think and act like a leader—bringing solutions, driving continuous improvement, and proactively advancing team performance.
You will create a culture where issues are anticipated rather than reacted to, where problems are solved at the root cause, and 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. Your leadership will directly influence customer satisfaction, efficiency, and the reputation of the Customer Service team across the Carlsberg Britvic network.
Role Responsibilities
- Lead, motivate, and develop a team of Customer Service Representatives, creating a positive and high‑performing culture focused on accountability, collaboration, and excellent customer service.
- Coach and support team members to build confidence, strengthen decision‑making, and encourage proactive problem‑solving and continuous improvement.
- Act as a senior escalation point for customer issues, ensuring concerns are resolved quickly, professionally, and with a customer‑first approach.
- Build strong relationships with customer delivery sites and head office teams, representing Carlsberg Britvic in a professional and solutions‑focused manner.
- Oversee accurate and timely order processing, validation, and booking, ensuring service levels and operational efficiency are maintained.
- Monitor customer service performance metrics, identifying risks early and implementing corrective actions where required.
- Lead investigations into service issues, shortages, and order failures, providing root cause analysis and long‑term solutions to prevent recurrence.
- Drive continuous improvement initiatives to simplify processes, improve efficiency, and enhance the overall customer experience.
- Work collaboratively with Forecasting, Deployment, Transport, Warehouse, and Supply Chain teams to ensure seamless customer service delivery.
- Support wider supply chain planning activities by providing operational insight and contributing to demand and supply decision‑making.
- Ensure effective use of SAP, CMS, and reporting tools, maintaining high standards of data accuracy and using insights to drive performance improvements.
Experience and Key Attributes
- Experience in a customer service role, ideally within FMCG or a fast‑paced supply chain environment.
- Strong leadership and coaching capability.
- Clear, confident communication skills with the ability to influence and engage at all levels.
- Strong problem‑solving skills and a logical, structured approach.
- Experience with SAP or similar ERP systems.
- Ability to work under pressure, manage complexity, and make decisions independently.
- Passion for continuous improvement and leading positive change.
- Ability to inspire a team to take ownership and operate proactively.
- Additional leadership or customer‑service‑related training (desirable).
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.
Customer Service Team Leader in Wolverhampton employer: Carlsberg Group
Carlsberg Britvic is an exceptional employer, offering a vibrant work culture that prioritises employee growth and well-being. With competitive salaries, extensive benefits including private medical options and a company bonus scheme, employees are supported in both their professional and personal lives. Located in Wolverhampton, soon relocating to Stafford, the company fosters a collaborative environment where team leaders can inspire their teams to deliver outstanding customer service while driving continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Wolverhampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carlsberg Group. 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 Carlsberg Group 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 Team Leader in Wolverhampton
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 Carlsberg Group:Your cover letter is your chance to shine! Tell us why you want to work at Carlsberg Group 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 Carlsberg Group!
How to prepare for a job interview at Carlsberg Group
✨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.
