Description:
As Customer Experience Team Leader this role offers significant scope and depth of variety. With direct line management of a team of two [Customer Experience Executives], you and your team will be the central point of contact for our direct customer base consisting of 200+ end delivery points across the United Kingdom, Central Europe and Internationally, 2,000+ restauranteurs dispensing our products on draught, as well as all consumers who come into contact with the vast portfolio of brands which our business delivers to market. Your ultimate responsibility will be to ensure that the customers’ journey and experience across all touchpoints of our brands are handled and processed with the highest levels of efficiency and effectiveness.

This role positions itself as an integral and essential part of our business, working within a strong, long-standing and diverse team at the heart of the business in the Operations department; offering a great opportunity for growth and development within customer service and customer engagement.

Responsibilities:
· Leading and motivating a direct team of two Customer Experience Executives; providing ongoing training and development identified through on-the-job observation, regular 1:1 meeting(s) and our specific wider business performance development programme
· Handling difficult customer service situations as the first point of escalation across multiple forms; from order and delivery fulfilment, brand dispense complaints and product quality control measures
· Oversee the successful adoption of the core tasks and responsibilities of your team. To include:
- End-to-end process for customer ordering from order capture; via multiple forms [phone, email, EDI and fax] through to processing, delivery and invoicing for goods
- Interaction with key external stakeholders and customers for any delivery failures and / or queries
- Track and facilitate the reimbursement of free of charge stock where necessary
- Effective administration of direct selling process undertaken by the field sales team; ensuring stock held is accounted for; the correct administrative action is taken to record any sales made or free of charge goods issued; stock inventory is replenished as required intervals; sales are consolidated and invoiced for on internal ERP system monthly
· Main interface with credit control function, to ensure all financial concerns and issues are resolved promptly and to the satisfaction of all parties, enabling the release of orders and end delivery of products in a timely manner without financial risk
· Maintain database for product quality and consumer complaints, effectively handling all reports received and directing via the relevant channels for prompt investigation and resolution
· Close collaborative working with Inventory & Asset Controller for complete visibility of known product availability or date challenges are cascaded correctly to your team and end customers, as well as internal Field Sales Controller(s) for matters relating to their specific roles and process adoption where necessary
· First point contract management responsibility for the daily operations between our business and those of our third-party suppliers, in the form of warehousing and distribution partners and technical dispense specialists, ensuring minimum operating standards are upheld and contractual SLAs are met. This will entail regular review meetings and supported minuting, with occasional travel and overnight stays
· Scope, define and implement a customer aftercare solution for outlets selling our brands on draught in outlet, providing a platform for customer feedback post-visit encompassing maintenance at existing customer premises and new distribution

Requirements:
· In order to be successful in this role you must have excellent communication [both written and verbally], interpersonal and demonstrable customer service skills
· You will be a solid operator, able to effectively manage your own time and the time of your direct reports with a strong ability to prioritise. Therefore, proven experience of line-management of a similar sized team is essential
· You work well under pressure, remaining calm and able to handle multiple tasks simultaneously, utilising the ability to delegate where necessary to ensure deadlines and standards are met
· Able to create a positive and supportive working culture within your team and cascading throughout the business
· You will be able to think strategically and make decisions, highly organised and detail-orientated
· Your focus on the experience afforded to any customer will be always at the forefront of your mind, able to identify and implement changes to existing or new processes effectively and efficiently, to improve the overall customer experience
· Proficient and proven working knowledge of Microsoft operating systems will be essential, with prior experience of Pegasus Opera II and Salesforce Enterprise Edition [our in-house CRM system] being recommended but non-essential
· Significant experience within a customer service and office administrator role.
· Educational requirements – GSCE minimum grade A-C within English or equivalent.

Benefits:
- Permanent role with full time hours
- Working pattern negotiable, based on 37.5 hours per week (Monday - Friday)
- 25 days holiday per annum (plus bank holidays)
- Additional Days Annual Leave for your Birthday
- Auto enrolment to company pension scheme following first 3 months of service (with opportunity to opt out).