Customer Service Centre Manager

Job Title: Customer Service Centre Manager

Location: Wolverhampton

Job Length: Permanent – Full Time

Competitive Salary with extensive benefits

• Monthly product allowance – alcoholic & non-alcoholic options available
• Private Medical options
• Life Assurance
• Company bonus scheme
• Access to 24/7 GP services
• Enhanced pension contribution
• Generous holiday (inc bank holidays)
• Access to a range of high street discounts

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright.

For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy.

With a strong national footprint, the Carlsberg Britvic business includes 6 production facilities and 16 logistics depot’s servicing customers up and down the UK. As these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.

About the role

As Customer Service Centre Manager, you will lead and develop a high performing Customer Service Team, managing Sales, Service & Operations. Responsible for driving and delivering exceptional customer experiences across all channels.

Role Responsibilities

• Build and enhance cross functional relationships with Supply Chain Leadership, Customer Collaboration and Commercial teams, developing ways of working.
• Support and lead the Customer Service Team, implementing regular check ins, provide personal development plans and coaching, actioning feedback and identifying opportunities to progress.
• Ensure that a clear and concise process is embedded, and tangible improvements are made through profitable change – adherence to process to ensure added value and compliance.
• Support with Digital transformation and automation of activities where suited/ possible.
• Create a positive working culture through empowerment, motivation and building teams.
• Improve customer service excellence across all channels while driving cost-to-serve and network efficiency initiatives.
• Lead resource planning for peak periods and manage crisis scenarios to ensure business continuity and service levels.
• Be the first point of contact for help, support or escalation from customers and for the immediate team.

Experience and Key Attributes

• Proven experience in leading and motivating high-performing teams.
• Collaborative mindset with the ability to influence cross-functional stakeholders and deliver results.
• Clear focus on excellence, setting high standards from planning through to customer delivery.
• Exceptional organisational skills with a track record of meeting ambitious targets and deadlines.
• Strong ability to prioritise, manage complexity, and navigate ambiguity with a positive outlook.
• Inspirational leader who drives change and fosters an inclusive, engaging environment for people and organisational transformation.

Our commitment to diversity equity & inclusion

We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.

We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.

Application Process

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.

We look forward to receiving your application.

This is an exciting time to join our newly formed business – with their incredible individual history’s, innovation of products and some of the UK’s most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.