At a Glance
- Tasks: Lead a team to transform customer service into a proactive, customer-centric operation.
- Company: Join a global FMCG leader focused on customer excellence.
- Benefits: Enjoy competitive salary, hybrid working, and generous leave.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in customer service management and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ per year.
Artemis Human Capital is exclusively recruiting a Customer Excellence Manager on behalf of a global FMCG organisation. This role is pivotal in transforming the current customer service function from a largely reactive, transactional model into a proactive, customer-centric operation. The successful candidate will play a key role in enhancing service consistency, improving customer retention, and delivering a best-in-class customer experience. In addition, the position will establish clear ownership of customer service KPIs, strengthen feedback mechanisms, drive process improvements, and ensure alignment across customer service, sales, operations, technical, and finance teams. This is not simply an administrative management role - it is a strategic leadership position focused on elevating service standards, supporting business growth, and embedding a strong customer-first culture across the organisation.
The Customer Service Manager will lead and develop the Customer Service team to deliver an exceptional experience throughout the entire customer journey. The role is responsible for ensuring accurate and timely service delivery while driving excellence through leadership, continuous improvement, proactive communication, effective escalation management, and cross-functional collaboration.
Key responsibilities include:
- Leading, coaching, and developing the Customer Service team to maintain high service standards and a customer-first mindset
- Overseeing the accurate and timely processing of sales, transfer, and returns orders, ensuring strong system and document control
- Acting as the escalation point for complex customer issues, ensuring prompt and effective resolution
- Developing, monitoring, and reporting on KPIs to enhance service quality, responsiveness, and efficiency
- Building strong working relationships across sales, operations, production, technical, and finance teams to ensure seamless service delivery
- Driving continuous improvement across customer processes, systems, and feedback loops
Experience
- Proven experience in people management within customer service, customer experience, or administrative leadership
- Strong customer-focused mindset with a track record of building high-quality, responsive service cultures
- Experience collaborating across operational, commercial, and support functions to deliver on customer commitments
- Excellent organisational, communication, and stakeholder management skills
- Experience in KPI management, service reporting, and continuous improvement initiatives
- Ability to handle escalated customer issues in a professional, solutions-oriented manner
- Proficient in ERP/CRM systems and Microsoft Office
- Experience within a fast-paced manufacturing or supply-led environment is desirable
Customer Excellence Manager - Global FMCG employer: Whats On In Northern Ireland
As a Customer Excellence Manager at this global FMCG organisation in Belfast, you will thrive in a dynamic work culture that prioritises innovation and customer-centricity. The company offers competitive salaries, generous leave, and a strong commitment to employee well-being through private medical insurance and a robust pension scheme. With ample opportunities for professional growth and a focus on continuous improvement, this role is perfect for those looking to make a meaningful impact in a supportive environment.
Contact Details:
Whats On In Northern Ireland Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Manager - Global FMCG
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Whats On In Northern Ireland. 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 Whats On In Northern Ireland 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 Excellence Manager - Global FMCG
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 Whats On In Northern Ireland:Your cover letter is your chance to shine! Tell us why you want to work at Whats On In Northern Ireland 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 Whats On In Northern Ireland!
How to prepare for a job interview at Whats On In Northern Ireland
✨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.
