Customer Services Manager

6 days ago

Belfast, United Kingdom Dale Farm Ltd Full time

Customer Services Manager About Us Dale Farm is the largest UK farmer-owned cooperative, owned by 1,300 UK farmers.
We supply a wide range of consumer and food ingredients dairy products including fresh milk, cheeses, milk powders, butter & dairy spreads, and ice cream into the UK, Irish and international markets.
Core to our success is our people, and we now have an exciting opportunity within our Customer Services Team, based at our Head Office in Belfast.
About the Role As Customer Services Manager, you will play a core role within our business in driving service level for our customer base, as well as managing a team of Customer Service Advisors to build a sustainable, customer-led vision for future growth.
Reporting to the Group Planning Manager, within this role you will look after the following responsibilities: Manage and develop the Customer Service Team, setting performance-related goals that align with business objectives, ensuring our service reputation is exceeded and first-rate customer relationships are maintained.
Review existing processes to drive efficiencies and improve customer satisfaction.
Implement and maintain industry best practices, with a focus on optimisation in service delivery.
Build and maintain strong relationships with warehousing and transport providers to ensure smooth movement of product to end customers - Identify any bottlenecks and areas for improvement, collaborating with key stakeholders to implement better ways of working.
Agree set KPIs with CDCs, holding regular reviews to optimise efficiencies and identify areas for improvement.
Act as the escalation point for customer issues, providing guidance and support to both customer and the business.
Carry out regular review of concerns and implement measures to mitigate or prevent reoccurrence.
Work closely with the Central Planning Team and Production Sites on product availability, flagging potential service issues to Commercial and their customers.
Weekly Service Level Reporting to the Group, highlighting service issues and root cause analysis Record supplier non-conformances and take appropriate action to resolve repeat occurrences.
Maintain customer routes to market costs, analysing areas to reduce overall spend.
Monitor additional spend with third party providers for ad-hoc services, while working with the relevant stakeholders to minimise usage.
Generate and maintain Group write down and disposal reports to provide better visibility to the business.
Support the wider Supply Chain team as required to meet shifting priorities or unforeseen challenges.
About You The successful candidate should possess previous and relevant management experience, an analytical mindset with strong problem-solving capabilities, the ability to collaborate successfully in cross functional teams and possess excellent organisational skills with the ability to manage multiple priorities.
You will have excellent IT skills and a proactive attitude, while also being ready to challenge existing processes.
We are looking for a highly motivated and ambitious person who has the energy and determination to make an impact in an extremely challenging, dynamic, and competitive marketplace.
The successful candidate will have strong interpersonal skills and the desire to work with their team to drive forward success.
Why Dale Farm?
We have a lot to offer our employees at Dale Farm and we are committed to everyones learning and development journey.
In addition to a competitive salary commensurate with the role, as well as standard benefits such as 25 days annual leave plus bank holidays and contributary company pension, we also offer additional benefits such as Life Assurance, full wellbeing support through our Employee Assistance Programme, and enhanced Maternity and Paternity leave.
We promote an open and supportive culture which is based on our core values Teamwork | Positivity | Resolve | Ambition | Curiosity | Accountability You can find out more about life at Dale Farm on our LinkedIn and Facebook Career pages, and on our company website.
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The closing date for applications is 5pm on Tuesday 17th December 2024.
Please apply via clicking the apply button below.
We are an Equal Opportunities Employer Only applications from EU Nationals or those with a valid permit to work in the UK will be accepted No unsolicited CVs from Agencies Skills: Ambition Teamwork Communication

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