At a Glance
- Tasks: Lead and develop a high-performing Customer Service team through coaching and training.
- Company: Dynamic company focused on customer service excellence and employee growth.
- Benefits: Competitive salary, private medical options, generous holiday, and high street discounts.
- Other info: Inclusive workplace committed to diversity and personal development.
- Why this job: Make a real impact by empowering others and driving continuous improvement.
- Qualifications: Experience in customer service with strong coaching and communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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
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).
- 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.
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Customer Service Development Lead employer: Carlsberg
As a Maintenance Engineer at our Burton brewery, you will join a dynamic team dedicated to reducing downtime and enhancing production processes in a vibrant work environment. We offer competitive salaries, extensive benefits including private medical options and a generous holiday allowance, alongside a strong commitment to employee growth and inclusivity. Our culture fosters collaboration and innovation, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Development Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carlsberg. 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 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 Development 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 Carlsberg:Your cover letter is your chance to shine! Tell us why you want to work at Carlsberg 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!
How to prepare for a job interview at Carlsberg
✨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.
