Customer Service Manager

Would you like to work for a category leading organisation, who operate in the Beverage market? This is your opportunity to work for a blue chip organisation based in London. This growing company produce quality beverage products which are sold over 70 markets internationally across on- trade and retail. If you are dynamic, creative and forward-thinking and have a real passion for customer service dealing directly with consumers and have a proven track record of demonstrating consumer and retail engagement via  email, social media posts and telephone, looking for a new opportunity within a fast paced FMCG organisation within London please get in contact.

As the Customer Service Manager you will be responsible for developing the customer service process, creating and maintaining the contact process for complaints and ensuring you are representing the highest standards of customer care. This is a stand-alone role with no direct reports, you will be responsible for shaping the customer service division for the business and have full autonomy in driving the exceptional levels of service for the company.  You will be the central coordinator to ensure optimum performance and customer service for the brand. As the CSM you will work very close with the technical team and report to the communication director. Key areas of responsibility include problem solving, demand management, direct liaison with the consumers to facilitate excellent customer service performance and key performance reporting. You will develop the internal strategic complaint handling process using Zendesk software.  For this role you must have 1^st class written communication skills as you will be representing the brand directly to consumers and retailers. You must have a strong phone and social media contact skills and the ability to actively listen and to read consumers and adapt the response to different types of characters.

Package Details:

• Up to £45,000 basic,  plus pension, healthcare and excellent benefits

Required Skills & Experience:

• FMCG or Consumer Goods experience within a customer service management role.
• Graduate calibre
• Experience using customer service software such as Zendesk (ideally), Salesforce or Freshdesk 
• Highly developed communications skills with a proven track record or engaging via email, social media posts, telephone within a customer service role.
• Excellent knowledge and experience of logistics management both domestic and export
• Good attention to detail, great organisational skills and proficient in Microsoft office and customer service software
• Outstanding communication skills with effective stakeholder management 
• Must have the ability to multitask, prioritise and manage time effectively

• Ability to build relationships at all levels
• Excellent organisational skills
• Excellent time management skills
• Presentation skills
• Self-motivated and achievement orientated

To apply, please send a copy of your CV and a covering letter to Nikita Pottinger or, alternatively, submit your application via the link below.

To Contact Direct: Nikita Pottinger 0161 639 0080 Nikita.pottinger@advocate-group.co.uk

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