Customer Service Team Manager

Job Title: Customer Service Team Manger

Location: Wolverhampton – potential travel across the CMBC network

Permanent – Full Time  - Hybrid

Competitive Salary with extensive benefits:  product allowance, bonus scheme, access to 24/7 GP services, company pension contribution, generous holiday (inc bank holidays), life assurance & access to a range of high street discounts.

Carlsberg Marston’s Brewing Company (CMBC) is one of the leading, historic brewers in the UK. Formed out of a joint venture between Carlsberg UK and Marston’s PLC, we combine over 300 years of shared values, history, and heritage in UK brewing. We are now recruiting for a Customer Service Team Manager to join us. Reporting to the Head of Customer Services, this role will be responsible for leading a team to deliver exceptional customer service to our on-trade customers.

Key Accountabilities:

• Managing 10-13 direct reports, providing direction whilst delivering on high performance
• Deputising for the Head of Customer Services should the need arise
• Proactively improve ways of working, processes, and support any implementation of changes throughout the business area
• Driving key customer KPI’s whilst supporting and coaching direct reports
• Establish and execute performance and productivity standards of the team
• Challenge the norm, and push standards of performance and service
• Deliver on the digital first agenda – optimising self-serve for our customers
• Lead & develop the team through coaching, performance management and high levels of personal accountability
• Manage the resource, ensuring that work and calls are handled in an efficient, effective, and timely manner in line with business targets
• Be the first point of contact for help, support, and escalation
• Demonstrate strong leadership skills, driven by achieving/exceeding predetermined company targets

Experience and Key Attributes:

• Previous experience within a management/ team leader role is desired
• Ability to manage complexity and ambiguity with optimism and resilience 
• Disciplined and focused in their approach to work – able to move from concept to action at the right time and able to keep self and teams focused on the right priorities
• High levels of Initiative – ability to respond to changes in the market or internally
• Ensuring accountability down the structure and enable teams to drive their part of the business without unnecessary interference
• Experience of leading large teams – building talent and capability of the organisation whilst motivating and inspiring teams
• Ability to deliver against challenging targets and timescales
• Driven to deliver results, focused on setting high standards of execution right through to the customer

This is an exciting time to join the business whose founders believed in quality, research, and developing the community. They looked to the future, prizing long-term growth over short-term gain. At Carlsberg Marston's Brewing Company (CMBC), we are making a difference. Diverse people with diverse skills, working together and at speed. Navigating changes in society, technology, and consumer preference. If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.

So, what are you waiting for? Apply today and a member of the recruitment team will be in touch!

#PursuitofBetter

CMBC is a new company, fuelled by highly engaged, empowered and passionate employees who will go above and beyond to deliver best in class customer service and help grow our portfolio of brands and business. With their entrepreneurial spirit, these employees take personal accountability and initiative to act and find solutions. Our employees work hard and have fun, enjoying supportive relationships that extend across the whole business.