Mgr, Customer Service

Coca-cola European Partners; Milton Keynes; On-site; GBP 40,000 - 60,000; Full time

Job summary

A major beverage company in Milton Keynes seeks an experienced Customer Service Manager to lead their Contact Centre. The successful candidate will manage approximately 30 staff, focusing on providing outstanding customer service. Responsibilities include overseeing operations, improving customer journeys, and stakeholder management. Applicants should possess strong analytical skills and experience in a customer service environment, preferably within FMCG. This position offers an exciting opportunity to enhance service quality and team performance.

Qualifications

• Experience in a Customer Service environment, ideally in a Service or FMCG environment.
• Proven track record of effective people, resource and performance management.
• Strong analytical and problem solving skills under pressure.

Responsibilities

• Manage the Contact Centre function.
• Deliver key operational metrics.
• Drive improvements in customer journeys.

Skills

Customer Service management

Analytical skills

Communication skills

Resource management

Problem solving

Tools

SAP

Salesforce

Servicemax

Telephony systems

Job description

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 include:

• 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
• It is important that you are able 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 workloadExperience 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