Customer Technical Support Manager

Refresco; Ripon; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

28 days annual leave + bank holidays

Life assurance

24/7 virtual GP access

Eye-care vouchers

Employee referral scheme

GroceryAid support

Cheers discounts

Free onsite parking

Job summary

Refresco Bondgate is seeking a Customer Technical Support Manager to lead the technical relationship with customers, drive quality improvements, and collaborate with cross-functional teams. The role offers a hybrid working model and a focus on delivering exceptional customer satisfaction.

The ideal candidate will have strong project management experience, a deep understanding of FMCG quality systems, and a proactive approach to resolving technical and quality issues while maintaining high

Qualifications

• Experience managing customer quality and technical complaints.
• Strong leadership and project management skills.
• Understanding of FMCG quality systems and continuous improvement.

Responsibilities

• Manage the technical relationship with customers, ensuring expectations are understood and met.
• Respond to customer enquiries, conduct site visits and audits, and represent the business at customer review meetings.
• Collaborate with site quality teams and commercial account managers to implement customer-driven quality improvements.
• Investigate escalated customer complaints and product withdrawals, identify root causes, and implement corrective actions.
• Liaise with local authorities to resolve regulatory and enforcement matters while ensuring safety and hygiene standards.

Skills

Customer relationship management

Leadership

Project management

Quality systems

Continuous improvement

Stakeholder collaboration

Job description

This is an exciting opportunity to join Refresco Bondgate, one of the UK's leading beverage manufacturing sites, where you'll play a pivotal role in shaping customer relationships and driving quality excellence. As the technical link between our customers and the business, you’ll have the autonomy to influence continuous improvement, collaborate with cross‑functional teams, and make a real impact on customer satisfaction.

Customer Technical Support Manager

Permanent

Refresco Bondgate

Hybrid, 38 houts per week

What’s in it for you?

• Annual bonus and regular pay reviews
• Hybrid working
• Early Friday finish to kick‑start your weekend
• 28 days of annual leave plus bank holidays
• Option to purchase additional leave, increasing your allowance to 31 days plus bank holidays
• Life assurance coverage
• 24/7 virtual GP access for you and your family
• Free eye‑care vouchers and discounted glasses
• Employee referral scheme with bonuses for successful referrals
• GroceryAid support services offering financial, legal, wellbeing and practical guidance
• Cheers benefits platform providing discounts, free perks, and wellbeing tools
• Free onsite parking and discounted products

About The Role

A Customer Technical Support Manager manages the technical relationship between customers and the company, ensuring customer expectations are met in a timely and positive manner.

• Manage the technical relationship with customers, ensuring expectations are understood, communicated, and consistently met.
• Respond to customer enquiries, conduct site visits and audits, and represent the business at customer review meetings.
• Collaborate with site quality teams and commercial account managers to implement customer‑driven quality improvements.
• Investigate escalated customer complaints and product withdrawals, identify root causes, and implement corrective actions.
• Liaise with local authorities to resolve regulatory and enforcement matters while ensuring compliance with safety, hygiene, and housekeeping standards.
• Demonstrate strong leadership, empower team members, drive continuous improvement, and maintain high ethical standards with a focus on customer satisfaction.

About You

The ideal candidate will have demonstrable operational experience, ideally within a fast‑moving consumer goods (FMCG) manufacturing environment, with a strong understanding of modern manufacturing methodologies and quality systems. They will have a genuine interest in the food and beverage industry and a passion for driving continuous quality improvement. The successful candidate will also possess strong project management skills and proven experience in managing customer quality and technical complaints, using a proactive, customer‑focused approach to resolve issues and implement effective corrective actions.

We want someone who will lead and role model to the Refresco core values - agile, responsible, excellent, passionate and entrepreneurial - see here for more detail:

https://www.refresco.co.uk/uk/about/our-values

About Refresco

Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand.

Refresco is headquartered in Rotterdam, the Netherlands and has more than 13,500 employees. www.refresco.com.

Our drinks on every table. That's the Refresco vision. We’re a global business and currently produce 12 billion litres of soft drinks from 64 manufacturing plants in 12 countries and we’re only just getting started.

We’re the proud owners of six drinks manufacturing sites within the UK. Our UK business provides a great place to work for over 1,800 employees, who produce private label soft drinks and fruit juices for all the leading retailers.

Whether it’s packed in cartons, bottles or cans, we ensure that our products are made to the highest quality standards. Our products get where they need to be when they need to get there to meet the needs of our high‑profile customers.

Refresco believes that equal opportunity for all is fundamental to our company's values and all our applicants can expect fairness and transparency in our recruitment process.