Customer Service Manager

NWF Group; Nantwich; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading distribution company in Nantwich seeks an experienced Customer Service Manager to oversee a team and enhance service quality. The role involves building relationships with key customers in the food sector, implementing best practices, and driving operational excellence. Ideal candidates will have a strong background in customer service leadership within the logistics or FMCG sectors and a keen understanding of UK retail supply chains. Competitive salary and extensive training opportunities offered.

Benefits

Competitive salary plus bonus opportunity

33 days holiday including bank holidays

Extensive progression opportunities

Training opportunities with funded accredited courses

Discounts across various sectors

Company pension and life assurance

Employee assistance programme

Qualifications

• Proven experience in a customer service leadership role.
• Strong understanding of UK retail supply chains.
• Demonstrated ability to build and lead high-performing teams.

Responsibilities

• Lead and develop the Customer Service team.
• Create a culture focused on customer satisfaction.
• Act as the senior point of contact for key customers.
• Manage escalations and proactively resolve service issues.
• Review and redesign customer service processes.

Skills

Customer service leadership

Analytical capability

Stakeholder management

Problem-solving

Team leadership

Job description

Job Advert

We are seeking an experienced and forward‑thinking Customer Service Manager to lead a team of Account Managers and Executives within our warehousing and distribution operation. Our customers include major ambient food manufacturers supplying the UK’s leading retailers. The successful candidate will be responsible for creating a best‑in‑class service function, establishing robust processes, and developing KPIs that drive operational excellence and support long‑term customer partnerships.

Why Boughey?

• Competitive salary plus bonus opportunity
• Monday to Friday
• 33 days holiday including bank holidays with the option to buy more
• Extensive progression opportunities across the wider group that has 2 other businesses
• Extensive training opportunities with funded accredited courses
• Discounts across shopping, groceries, travel, entertainment, dining, days out, health & beauty and much more!
• Medicash
• Long service awards
• The usual: company pension, life assurance, cycle to work scheme, employee assistance programme, free refreshments, free on‑site parking

Day to Day

• Lead, mentor and develop a Customer Service team, ensuring strong performance, engagement, and continuous improvement.
• Create a high‑performing culture focused on accountability, customer satisfaction, and operational accuracy.
• Ensure the team is structured effectively to support customer needs and business growth
• Act as the senior point of contact for key customers (ambient food manufacturers), building strong, trust‑based relationships.
• Understand customer expectations, operational requirements, and retailer‑driven service levels to ensure operational alignment.
• Manage escalations and proactively resolve service issues, working cross‑functionally to identify root causes.
• Review and redesign customer service processes to ensure efficiency, consistency, and scalability.
• Collaborate with warehouse operations, transport, and planning teams to drive end‑to‑end service improvements.
• Introduce best practice methodologies to align with customer and retailer expectations, ensuring a seamless service delivery.
• Define, implement, and manage meaningful team and business KPIs, including:
  • On‑time dispatch and delivery performance
  • Order accuracy and data integrity
  • Customer satisfaction scores
  • Response times and case/incident management metrics
• Regularly review performance dashboards, reporting trends and opportunities to senior leadership and customers.

What will you bring?

• Proven experience in a customer service leadership role within warehousing, 3PL, logistics, or FMCG supply chain environments.
• Strong understanding of UK retail supply chains and the service expectations of major grocery retailers.
• Demonstrated ability to build and lead high‑performing teams.
• Experience in defining and tracking KPIs, with strong analytical capability.
• Excellent communication and stakeholder management skills.
• Ability to influence cross‑functional teams and drive positive change.
• Strong problem‑solving ability with a continuous improvement mindset.
• Champion a culture of improvement across the customer service function.
• Lead initiatives to enhance visibility, communication, and operational control.
• Ensure all customer service processes meet contractual, operational, and compliance standards.
• Maintain accurate documentation, process maps, and service‑level agreements.
• Support audits and contribute to risk reduction activities.

Who are Boughey?

NWF Group comprises of 3 key businesses: NWF Fuels, NWF Agriculture & Boughey Distribution. Employing over 1,400 colleagues across the group, we encourage and empower our people to progress and move fluidly through the group, meaning the sky really is the limit when you join us!

What makes Boughey Distribution different? We store and transport food in a way that is best for our customers, people, communities and the planet! Boasting a 60‑year heritage we are committed to on‑going investment in our facilities, vehicles, systems and our people. We have more than 1.5 million square feet of warehouse space alongside 160 trucks & 365 trailers, and we want you to be a part of it!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.