Customer Service Manager

Vertical Advantage Limited; Greater London; Hybrid; GBP 60,000 - 65,000; Full time

Job summary

A growing FMCG business in Surrey is seeking an experienced Customer Service Manager to lead their team. The role requires overseeing daily operations, problem-solving, and ensuring service excellence with key stakeholders. The ideal candidate will have significant experience in FMCG, be a strong communicator, and possess leadership qualities. This is a hybrid role requiring in-office presence 2-3 days a week, offering a salary between £60,000 and £65,000 plus benefits.

Benefits

Bonus and benefits

Qualifications

• Experience leading and developing a team.
• Ability to work independently and prioritise tasks.
• Attention to detail in all activities.

Responsibilities

• Oversee day-to-day activity of the customer service team.
• Ensure service issues are addressed and escalated.
• Provide weekly and monthly service reporting.
• Maintain strong relationships with the sales team.

Skills

Proven experience as a Customer Service Manager in FMCG

Strong technical capability

Proactive problem solver

Strong communication skills

Leadership and team development

Forward-thinking approach

Tools

ERP systems

Product databases

EDI

Job description

Overview

We are looking for an experienced, proactive, organised and hands-on Customer Service Manager with proven team leadership skills to join our client a fast-paced, growing FMCG business based in the Surrey area. The company distributes and builds a diverse portfolio of drinks, with a focus on innovation, customer relationships, and operational excellence. You'll be working closely with planning, sales, logistics providers and over 200 customers.

Qualifications

• Proven experience as a Customer Service Manager in FMCG
• Strong technical capability, including use of ERP systems, product databases and EDI.
• Proactive problem solver with excellent attention to detail.
• Ability to work independently and prioritise tasks in a fast-paced environment.
• Strong communication, organisational, and multitasking skills, both internally and with customers.
• Experience leading and developing a team, driving accountability and results.
• Forward-thinking approach with the ability to modernise, automate and continuously improve processes.

Responsibilities

• Oversee day-to-day activity of the customer service team, ensuring orders are processed accurately and on time.
• Ensure service issues are investigated, escalated appropriately, and communicated clearly with both customers and account managers.
• Hold logistics partners accountable for delivering orders On Time & In Full, targeting service levels of 99%.
• Provide weekly and monthly service reporting for both internal stakeholders and customers.
• Analyse customer and consumer complaints, identifying trends and escalating where necessary.
• Maintain strong relationships with the sales team, collaborating on process improvements and data accuracy.
• Champion continuous improvement and encourage a culture of learning within the team.
• Support and develop team members to improve performance and engagement.

This is a hybrid role where you'll be in the office 2-3 days a week.

The salary bracket is from 60,000 - 65,000 + bonus and benefits.