Continuous Improvement Initiatives

• Identify areas for process improvement within the customer service function, developing strategies to enhance efficiency and responsiveness.
• Implement technology solutions, such as CRM systems, to streamline operations and improve service delivery.
• Foster a culture of continuous improvement, encouraging team members to contribute ideas for enhancing the client experience.

Client Satisfaction and Retention

• Develop and implement strategies to measure and improve client satisfaction, including surveys and feedback programs.
• Work closely with marketing and sales teams to understand client needs and offer tailored solutions to retain and expand client relationships.
• Proactively address any service issues that may impact client retention and loyalty.

Cross-Functional Collaboration

• Collaborate with sales, production, and logistics teams to ensure client requirements are clearly communicated and met.
• Work closely with quality control to address product quality concerns and communicate resolutions to clients.
• Partner with finance to ensure accurate and timely invoicing and to resolve any billing issues that may arise.

Key Performance Measures (KPIs)

Client Satisfaction and Retention

• Target: Achieve high levels of client satisfaction and retention.
• Measure: Client satisfaction scores, retention rate, and feedback from client satisfaction surveys.

Response and Resolution Times

• Target: Maintain fast response and resolution times for client inquiries and issues.
• Measure: Average response time, first-contact resolution rate, and time to resolve escalated issues.

Order Accuracy and On-Time Fulfilment

• Target: Ensure accurate and timely processing of all client orders.
• Measure: Order accuracy rate, on-time delivery rate, and order fulfilment lead time.

Team Performance and Development

• Target: Build a highly skilled and motivated customer service team.
• Measure: Team performance metrics, training completion rates, and employee satisfaction scores.

Service Efficiency and Cost Savings

• Target: Improve efficiency within the customer service function while managing costs.
• Measure: Reduction in average handling time, cost savings achieved, and efficiency of service processes.

Continuous Improvement Contributions

• Target: Implement improvements that enhance client experience and streamline operations.
• Measure: Number of successful process improvements, technology adoption rate, and positive impact on service KPIs.

Person Specification

This Person Specification sets out the knowledge and/or qualifications, experience, and personal competencies that would be ideal for this post.

Qualifications/Memberships

• Educated to A level
• Degree or diploma in Business, Economics, or a similar discipline is desirable.

Experience

• Experience in customer service working in a complex organization
• Minimum of 5 years management experience in NPD and/or buying, preferably in the drinks industry, with a proven track record in large retailers and brand owners.

Knowledge/Skills

• Excellent Communication Skills
• Local market knowledge including off & on-trade.

Personal Attributes

Drive & Determination

• Meets and where possible exceeds the expectations of internal and external customers.
• Makes prompt, clear, fact-based decisions, which may involve tough choices or considered risks.
• Takes initiative, acts with confidence, and works under their own direction.
• Passionate about motivating the team.
• Confidently empowers others with a wholehearted commitment to continuous improvement.
• Has an inspiring, positive action-focused attitude.
• Willing to go above and beyond where necessary.

Teamwork & Collaboration

• Listens and consults with others, is receptive, and actively checks understanding.
• Promotes strong team spirit of cooperation and shared responsibility.
• Gains clear agreement and commitment from others by persuading, convincing, and negotiating.
• Acknowledges others' skill, experience, creativity, and contributions through reward and recognition.
• Makes procedural suggestions to encourage progress towards company goals.

Trust, Honesty & Respect

• Upholds the ethics and values of the business demonstrating integrity.
• Maintains transparency.
• Leads by example, not dictates alone.
• Accepts responsibility for their mistakes.
• Trusts and respects others.
• Is consistent in words and actions.
• Fosters a welcoming and accessible team and customer environment celebrating and promoting diversity.