Customer Services
Telesales
Team Management

Customer Service Manager Award-Winning Speciality Food & Drink Wholesaler About Our Client This multi-award-winning speciality food and drink wholesaler is seeking a dynamic Customer Service Manager to lead their talented team.With 10 prestigious industry awards in recent years—including being named the Elite Business No.1 SME in the UK and winning a coveted Grocer Gold Award—this is a chance to join a thriving business at the forefront of the speciality food sector.As a certified B-Corporation with exceptional environmental and social standards, our client uses business as a force for good. They've been carbon neutral since 2019 !! The RoleAs Customer Service Manager, you'll lead a talented team while identifying ways to enhance service to a broad customer base and converting sales through initiatives provided by the sales and marketing teams. You'll work closely with internal departments and logistics partners to continuously improve the customer experience. Key Responsibilities:

Act as a customer champion, delivering best practice for excellent customer experience
Ensure the team delivers against service targets, including upselling promotions and products
Collaborate with the sales team on projects to win back lapsed customers and convert new leads
Build rapport between Customer Service and field sales teams
Lead by example and positively influence team culture
Motivate and coach the team through regular one-to-one meetings
Provide weekly/monthly performance reporting to the Leadership team
Monitor customer satisfaction and act on trends to improve experience
Review work quality through call recordings and address training needs
Manage department scheduling to maintain service levels
Partner with Operations to resolve customer queries and complaints

The ideal candidate will have a passion for food and drink, preferably with knowledge of the speciality sector (though candidates from other industries will be considered). You understand the value of relationship building, customer service, and sales development, and have experience managing and developing talent. Required Experience:

5+ years in customer service, preferably in a sales-led business
3+ years line management experience
Proven ability to coach and develop teams
Experience managing a large volume of accounts
Proficiency with Microsoft Teams, Excel, PowerPoint, and Outlook
Strong numeracy and literacy skills
CRM experience desirable but not essential

What's On Offer

Competitive salary
Generous benefits package
Opportunity to work with an ethical, purpose-driven business
Be part of a diverse, experienced team with extensive market knowledge

If you're passionate about premium food and drink and ready to lead a customer service team to excellence, we'd love to hear from you!

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