Customer Services Manager (Leading FMCG Branded Business)

Company 
The business has grown from strength to strength over the last eleven years to become a market leader within their sector.  At the forefront of product innovation, the business now produces a range of unveils exceptional products supplying the finest UK retailers, food service and exporting products across the world. The business has grown from strength to strength over the last twelve years to become a market leader within their sector.

The Role 
This is a FTC position covering a maternity leave. Reporting directly into the Director of Communications, the role with span several cross functional departments and global partners to ensure effective roll out of processes and consistent, timely resolutions with consumer satisfaction at the heart of everything you do. The role requires someone who has a proven track record of customer services delivery in a consumer-focused position, who can remain calm under pressure and effectively resolve issues with tenacity and a personalised approach. The successful candidate will need to build up a knowledge of the company’s products to effectively assist consumers in seeking a resolution or providing them with the required information. You will also have responsibility for the day-to-day management of the consumer contact, systems and processes, reporting and strategic management of the global integration of this department into the wider organisation.

Key Accountabilities

• Handling a wide range of incoming contacts through various channels, including escalated complaints, making sure they are efficiently prioritised and resolved to the excellent standard expected from a premium brand
• Working closely with other departments to provide a seamless customer experience
• Providing valuable customer insight to director level stakeholders in different areas of the business
• Administrative management social media and contact management platforms (i.e. Hootsuite, Zendesk, Salesforce, Meta)
• Ensuring processes and information are kept up to date
• Identifying areas for growth within the department and wider business, and striving for continuous improvement to benefit the customer
• Reacting quickly to changing demands, efficiently managing communication processes within the wider business

Person Profile

• Excellent written and spoken communication, adaptive, empathetic, with a high attention to detail
• Passionate about delivering excellent customer service and championing the customer
• Focused on solving problems, and able to adapt quickly to changing priorities
• Resourceful and self-motivated
• Excellent data analysis skills using Microsoft Office (Power BI, Excel)
• C/S Team Leader / Supervisor / Mgmt in premium FMCG or B2C brand with history in customer facing role (not just people management)
• Social media community management 

REF: FM41662

To apply or for more information, please e-mail in strict confidence, with an updated CV, including salary details, quoting the above reference and for the attention of James  

Due to a high volume of responses, we cannot reply to each application individually. If you have not had a response within one week, we are sorry to say your application has not been successful on this occasion.