Manager Customer Service

Coca-Cola European Partners; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading beverage company is seeking a Mgr, Customer Service in Glasgow. In this role, you will manage a team of around 30 to ensure exceptional service delivery. Responsibilities include overseeing contact centre operations, enhancing customer journey processes, and managing stakeholder relations. Ideal candidates will have significant experience in customer service, strong analytical skills, and familiarity with customer service software. This permanent, full-time position offers a competitive salary.

Qualifications

• Experience in a Customer Service environment, ideally in Service or FMCG.
• Proven track record in resource and performance management.
• Strong decision-making abilities with a strategic view.

Responsibilities

• Lead the Contact Centre team to deliver exceptional service.
• Manage operational metrics and ensure continuous improvement.
• Coordinate stakeholder management and customer issue resolution.

Skills

Customer Service experience

People management

Analytical skills

Communication skills

Prioritization skills

Tools

SAP

Salesforce

Servicemax

Telephony systems

Job description

Overview

Do you have a personality with the power to influence and connect?
Can you sustain the pace to keep on growing?
Will you make an impact with your desire to win?
Do you have a passion for customer service?

What you become part of:

Our Equipment Services (EQS) team based in Milton Keynes are responsible for unparalleled customer service and support for all our equipment and new equipment installations. Working with internal & external customers to deliver exceptional service. There are several pillars within the EQS; Customer Service, Logistics, Supply planning, Technical Services & Field Engineering, who all work in partnership to drive service and efficiencies for our business and our customers.

What to expect

The EQS Contact Centre operates 364 days a year to support our customer equipment base.

As the Customer Service Manager for the Contact Centre, you will lead a team of circa 30, supported by 3 Team Leaders to drive an exceptional customer service experience.

Key responsibilities

• Overall management of the Contact Centre function (Inbound, Telefix & Postmix teams)
• Deliver key operational metrics across the function
• Continuous Improvement of the customer journey by leading from the front and creating a clear strategy to facilitate this
• Manage the CSAT programme and deliver insight based improvements
• Ensure timely and accurate operational communication
• EQS and Commercial alignment
• Extensive stakeholder management
• Ownership of customers issues through to resolution
• Develop processes and procedures ensuring the Contact Centre is fit for the future

Skills & Essentials

• Experience in a Customer Service environment, ideally in a Service or FMCG environment
• Proven track record of effective people, resource and performance management
• Ability to demonstrate the ability to maintain and make sound, timely decisions, without losing sight of the bigger picture, and/or long term objectives
• Strong analytical and problem solving skills with an ability to perform under high levels of pressure within a fast paced environment
• Excellent communication skills, ability to engage, in a meaningful way, with all stakeholders
• Ability to effectively prioritise, plan and organise workload
• Experience of achieving KPI's
• Working knowledge of customer service software, databases and tools including SAP, Salesforce, Servicemax and Telephony systems
• Awareness of industry’s latest technology trends and applications
• A Customer service advocate

About Coca-Cola Europacific Partners (CCEP)

We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world’s most loved drinks. We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing in exciting new products, innovative technologies and fresh ideas. This helps us to delight the 600 million people who enjoy our drinks every day.

From gender, age and ethnicity to sexual orientation and different abilities, we welcome people from all walks of life and empower unique perspectives. We recognise we’ve got some way to go, but we’ll get there with the support of our people. It’s them who drive our future growth. To find out more about what it’s like to work at and our culture we would welcome you to speak to one of our employees on our live chat platform, just click here to

We recognise some people prefer not to participate in alcohol related sales, interactions, or promotions. If that’s true for you – please raise this with your talent acquisition contact who will advise you on whether this role includes activities related to our alcohol portfolio.

The closing date for applications is 23/01/26. We reserve the right to close this advertisement early if we receive a high volume of applications. To ensure you are considered for this role, we encourage you to apply as soon as possible

Job Info

• Job Title: Mgr, Customer Service
• Company: Coca-Cola European Partners
• Location: Glasgow, Lanarkshire
• Competitive
• Posted: Jan 22nd 2026
• Closes: Feb 22nd 2026
• Sector: Other
• Contract: Permanent
• Hours: Full Time

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