At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch service for our clients.
- Company: Join Shield Foods, a leading seafood distributor with exciting growth plans.
- Benefits: Competitive salary, career development opportunities, and a vibrant work environment.
- Other info: Be part of a quality-driven team focused on service excellence and sustainability.
- Why this job: Make a real impact in a fast-paced industry while supporting high-end restaurants.
- Qualifications: Experience in customer service and credit control, ideally in food or distribution.
The predicted salary is between 35000 - 45000 £ per year.
Company Description
Shield Foods (UK) Ltd is one of the largest independent seafood distributors in London, specializing in fresh and frozen products. A privately owned SME, we have big growth plans and to support that we are currently recruiting a number of positions. We are proud to serve a portfolio of leading Michelin-star restaurants, QSRs and hotel chains across London and nationally. We enable responsible menu choices for high-end food service establishments and partners in the gourmet seafood value chain, through a global network of supply chain partnerships, strategic procurement, and strong technical capabilities that meet and exceed regulatory requirements. You will join a fast-paced, quality-driven environment with a focus on service excellence and sustainability.
Role Description
This is a full-time, on-site role based in South Ruislip, West London. The Customer Service Manager will lead and develop the customer service team and support our Credit Control Lead, ensuring prompt, accurate, and professional responses to all customer inquiries and orders, whilst leading on all internal customer service projects.
Key Responsibilities
- Own the customer service standard: order accuracy, cut-off management, query resolution times and complaint handling.
- Act as senior escalation point for service issues; fix root causes, not just symptoms.
- Define and document internal processes (order-to-delivery, returns, credits, complaints) and hold the team to them.
- Day-to-day management of key house accounts alongside the customer services executive; coach and quality-check their work.
- Work with our Credit Control Lead and offer support and back up.
- Run credit checks on all new accounts before first delivery — including accounts opened by the sales team and by phone.
- Manage the sales ledger: allocation, statement runs, and structured chasing of overdue balances by phone and email.
- Operate the stop-list with judgement, coordinating with BDMs before holds so relationships are protected while cash is collected.
- Report weekly on debtor days, overdues and at-risk accounts to the Commercial Director and Finance.
- Advise the sales team on payment terms for new deals.
KPIs
- Debtor days and percentage of ledger overdue; bad debt as a percentage of revenue.
- Order accuracy and query resolution times across the internal team.
- CRM leadership and report management.
- Reporting and project management.
- Retention/churn on house accounts.
Colleague Specification
- Solid experience across customer service with an understanding of credit control, ideally in food, FMCG or distribution where daily deliveries and tight margins make both disciplines critical.
- Good understanding of CRM.
- A firm, fair telephone manner with native or near native spoken and written English standard; as comfortable answering order queries delighting customers as to chasing payments without burning relationships.
- Process-minded: builds and documents standards rather than relying on memory.
- A steadying presence; comfortable mentoring a junior colleague and holding the line on quality when the business is busy.
- Understands stock control and product specifications.
- Highly organised, numerate, very comfortable with excel spreadsheets and different order systems.
Customer Service Manager in Ruislip employer: Shield Foods (UK) Ltd
At Shield Foods (UK) Ltd, we pride ourselves on being a leading independent seafood distributor in London, offering a dynamic and supportive work environment that fosters growth and excellence. As a Customer Service Manager, you will be part of a passionate team dedicated to delivering exceptional service to our prestigious clients, with opportunities for professional development and a commitment to sustainability at the heart of our operations. Join us in South Ruislip and contribute to our ambitious growth plans while enjoying a culture that values quality, teamwork, and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Ruislip
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Shield Foods (UK) Ltd. 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 Shield Foods (UK) Ltd 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 Manager in Ruislip
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 Shield Foods (UK) Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Shield Foods (UK) Ltd 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 Shield Foods (UK) Ltd!
How to prepare for a job interview at Shield Foods (UK) Ltd
✨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.
