Customer Service Manager

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

Job summary

A growing FMCG business in the Surrey area is seeking an experienced Customer Service Manager to lead a proactive team. This role requires strong leadership skills and experience in FMCG, with responsibilities including team oversight and service issue management. The position is hybrid, requiring 2-3 days in the office weekly. Salary is between £60,000 and £65,000 plus bonus and benefits.

Benefits

Bonus

Benefits

Qualifications

• Experience in FMCG and customer service management.
• Strong ability to analyse customer complaints and trends.
• Expertise in team leadership and accountability.

Responsibilities

• Oversee day-to-day customer service activities.
• Ensure service issues are communicated clearly.
• Maintain strong relationships with sales team.

Skills

Proven experience as a Customer Service Manager in FMCG

Strong technical capability

Proactive problem solver

Strong communication skills

Experience leading a team

Ability to work independently

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.

Candidate

• 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

Key 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 hybrid role where you\'ll be in the office 2-3 days a week

Salary and Terms

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