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We’re recruiting for an experienced Customer Service Team Leader on a 12-month fixed term contract, full-time, based in East Kilbride. The successful candidate will ensure that customer needs are not only met but exceeded, aiming to provide excellent customer service. This role involves guiding the team to achieve set goals and driving service improvements in alignment with our supply network setup.
Overview
This position leads the Customer Service Centre team, focusing on process improvement, performance measurement, and delivering excellent service to customers in a fast-paced environment.
Responsibilities
- Support the review and development of processes, procedures, and Standard Operating Procedures across the Customer Service Centre.
- Measure team performance through adherence, call observations, and handling of order capture.
- Manage customers, including hyper care customers, through care calls and addressing root causes to improve service.
- Collaborate with the Commercial team to retain and develop the regional customer base.
- Work cross-functionally with various departments (MMID, Production Planning, Commercial) to fulfil customer requirements.
- Proactively manage workload throughout each day, ensuring all tasks are covered and resources are utilised effectively.
- Manage team performance, recruitment, one-to-ones, team training, and development, embedding a high-performance team culture.
Key requirements
- Team management skills and experience of leading a team.
- Confident with fast-paced telephone customer service environments with demanding KPIs.
- Experience with SAP, AS400, and COGNOS.
- Good understanding of internal and external supply chains for product supply to retailers within FMCG.
- Problem-solving, logical thinking, planning, and time management skills.
- Proficiency in Excel.
- Ability to manage priorities to meet tight deadlines.
Benefits
- Up to 5% annual bonus
- 2 x Life Assurance policy
- 25 days holiday plus bank holidays (rising with service)
- Enhanced Maternity & Paternity Family Leave
- Enhanced Bereavement Leave
- Pension Employer Contribution Scheme (matched up to 8%)
- Access to Aviva DigiCare +
- Exclusive access to Müller Rewards, offering a variety of online and in-store discounts
The process
If you have the skills and experience in the above areas and would like to be considered for this role, please apply at www.mullercareers.co.uk
F.A.O. UK Recruitment, Müller UK & Ireland, Shrewsbury Road, Market Drayton, Shropshire, TF9 3SQ
Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industries: Food and Beverage Manufacturing
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