Customer Service Manager

Smurfit Westrock; Weston-super-Mare; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Annual leave

Pension

Cycle to Work scheme

Training and development

Family support

Job summary

Smurfit Westrock is seeking a Customer Service Manager in Weston-super-Mare to lead and develop our internal sales and customer service teams. You will drive proactive sales strategies, achieve volume targets, and ensure high standards of customer communication across departments.

The role requires effective complaint handling and ongoing process improvements, with the Cobis (OTC) system as a key tool. You will collaborate with colleagues to deliver exceptional service, represent the team in

Qualifications

• Proven ability to lead and develop a customer service team.
• Strong communication and influencing skills with internal stakeholders.
• Focus on continuous improvement and delivering excellent service.

Responsibilities

• Lead and develop a high-performing internal sales team.
• Drive proactive sales strategies and meet volume targets.
• Ensure exceptional service standards and customer communication.
• Represent the team at key customer reviews.
• Improve systems and processes; act as Cobis (OTC) super user.
• Manage complaints and drive continuous improvement.
• Set team goals aligned with local site objectives.

Skills

People management

Leadership

Customer service

Communication

Process improvement

Travel willingness

Tools

Cobis (OTC)

MS Office

Job description

Join Our Team at Smurfit Westrock!

Are you searching for a workplace that values you and your growth? At Smurfit Westrock, we’re committed to sustainability, employee well-being, and personal development.

About Us

We are a global leader in sustainable paper and packaging. Our focus is on the health and safety of our employees, the well-being of our communities, and delivering exceptional service to our customers. We support our team members to reach their full potential in an inclusive environment that values diversity.

The Role

The Customer Service Manager is responsible for leading the Customer Service Team, championing customer satisfaction, and ensuring seamless collaboration across departments. You’ll be responsible for:

• Leading and developing a high-performing internal sales team
• Driving proactive sales strategies and achieving volume targets
• Ensuring exceptional service standards and customer communication
• Representing the team at key customer reviews
• Enhancing systems and processes, including being our Cobis (OTC) super user
• Managing complaints effectively and driving continuous improvement
• Creating the teams’ goals and objectives for the department in line with the local site goals and objectives

What You’ll Bring:

• A passion for delivering outstanding customer service
• Proven people management and leadership skills
• Strong communication and influencing abilities
• A knack for problem-solving and process improvement
• Business acumen and a customer-first mindset
• Experience with MS Office and bespoke customer systems
• The ability to travel independently when needed

What We Offer

• Competitive salary & benefits, including annual leave, pension, and a Cycle to Work scheme
• Ongoing training and development opportunities
• 24/7 confidential support for you and your family
• Flexible working options and family-friendly policies
• Guaranteed interview for candidates meeting essential criteria (Disability Confident Employer)

Smurfit Westrock reserve the right to only shortlist candidates who meet both the Essential and Desirable Criteria.

We are an equal opportunities employer, and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

We practice equality of opportunity in employment and select the best person for the job.