At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and streamline order management.
- Company: Join Jordans Cereals, a pioneer in crafting wholesome cereals for over 50 years.
- Benefits: Enjoy a competitive salary, bonus scheme, private medical cover, and flexible working.
- Other info: Great career growth opportunities with a global company and a supportive culture.
- Why this job: Be the voice of the customer and drive impactful improvements in a vibrant environment.
- Qualifications: Experience in customer service management within FMCG and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
At Jordans Cereals, we never settle for bland.
For over 50 years, we’ve been crafting wholesome, tasty and healthier cereals that bring nature’s best to breakfast tables around the world.
As pioneers in cereals, we’ve always pushed boundaries – combining curiosity, bold thinking and natural ingredients to stay ahead and inspire the category.
Proud to be part of Associated British Foods (ABF), we pair the strength of a global group with the agility of a forward-thinking brand.
Jordans is more than cereals – it’s a place to grow your career.
Curiosity is our secret ingredient.
We think differently, act bravely and collaborate with energy and openness to bring out the best in each other.
Together we pioneer innovation, build distinctive brands beyond the bowl, and own our impact on people and planet. Your next opportunity could be just one click away.
Overview Of Role
The Customer Services Manager leads a high-performing team that is at the heart of our customer experience, ensuring excellent service, seamless order management, effective issue resolution, and strong customer supply chain collaboration across all customers.
Responsible for delivering accurate and efficient processing of customer transactions, including orders, credits and price changes, the role safeguards service levels, drives swift resolution of customer enquiries, and coordinates cross-functional activity across Sales, Planning, Logistics, Finance, Manufacturing and 3PL partners.
As a people leader you will coach and develop the Customer Services team to deliver outstanding service, proactive customer communication, exceptional order accuracy, and continuous performance improvement.
Acting as the voice of the customer within the business, you will build strong relationships, balance customer expectations with operational capability, and work collaboratively to improve availability, OTIF performance, forecast accuracy, and end-to-end service excellence.
Key Accountabilities
Maintain excellent customer service levels while strengthening order accuracy, communication and issue resolution.
- Improve visibility of customer service KPIs and use insight to drive root cause fixes rather than repeat firefighting.
- Build strong ways of working with Customer Supply Chain teams, Sales, Planning, Logistics, Finance, sites and 3PLs to protect customer availability and trust.
- Develop a capable, resilient and customer-focused team that can support future growth and business change, supported by efficient processes & systems.
- Deliver opportunities to reduce cost to serve in collaboration with Customers.
- Overseeing order capture, order management, allocation, dispatch readiness (including customs compliance), invoice query support and customer communication from order creation through to delivery.
- Monitoring service KPIs including OTIF, order accuracy, case fill, customer complaints, query ageing and customer scorecards, ensuring gaps are understood and mitigated.
- Acting as the senior escalation point for customer service issues, working with Sales, Planning, Logistics, Finance, manufacturing sites and 3PLs to resolve problems quickly and professionally.
- The Right Person
Will have significant customer services management experience in FMCG/Grocery.
- Great operational knowledge of grocery retailers (including international customers).
- Deep understanding of S2C processes.
- Process improvement/automation skills.
- Team leadership and management experience.
- Proven stakeholder management skills at leadership level.
- Relevant industry qualification desirable.
- Technology savvy and highly literate with management information.
If you share our values...
Be Bold
Acts as the voice of the customer in our supply chain – a great communicator and thinks about step-change improvement as well as incremental improvement.
Be Curious
Pro-actively explores opportunity to improve and has the ability to switch between high-level and detail when required.
Do the Right Thing Together
Develops high performing teams and welcomes different perspectives, backgrounds and ways of thinking.
Make it Happen
Turn ideas into action. Keeps momentum - mindful of safe and responsible delivery and is resilient in the face of challenges.
- We can offer
- Attractive Salary
- Bonus Scheme (up to 10%)
- Private Medical Scheme - Individual Cover
- Pension Scheme - up to 10% employer contributions
- Hybrid & Flexible work culture
- Buy holiday scheme
- Discounted products
- Health Cash Plan
- Career opportunities - ABF group employs 128,000 employees worldwide.
- Discounts on over 900 retailers on our discount platform
- Generous family leave policy
- Leadership development
- Group Cycle to work scheme
- Free Parking
- #J-18808-Ljbffr
Customer Services Manager employer: Jordans Cereals
Jordans Cereals is an excellent employer, offering a supportive work environment in Biggleswade where teamwork and innovation thrive. With a strong focus on employee development, competitive salaries, and a comprehensive benefits package including bonuses and pensions, we ensure our staff feel valued and motivated. Join us to be part of a culture that prioritises safety, quality, and collaboration in food production.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jordans Cereals. 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 Jordans Cereals 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 Services Manager
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 Jordans Cereals:Your cover letter is your chance to shine! Tell us why you want to work at Jordans Cereals 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 Jordans Cereals!
How to prepare for a job interview at Jordans Cereals
✨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.
