Customer Service Team Leader

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Mller UK & Irelandis wholly owned by Unternehmensgruppe Theo Mller which employs over 31,000 people throughout Europe. In the UK, Mller develops, manufactures and markets a wide range of branded and private label dairy products made with milk from 1,300 farmers in Britain.

Mller is ranked within the top 20 in The Grocer's Top 100 list of Britain's Biggest Brands and is picked from shelves millions of times each year. Mller UK & Ireland includes:

Mller Milk & Ingredients which aims to be Britain's private label dairy leader and produces branded and private label fresh milk, cream, butter and ingredients products. It boasts a network of dairies and depots servicing customers throughout the country.

Mller Yogurt & Desserts which is the UK's leading yogurt manufacturer which aims to create millions more Mller moments for its consumers. It is responsible for major brands like Mller Corner, Mllerlight, Mller Bliss, Mller Rice, FRijj and Mller Kefir Smoothie and produces chilled desserts under licence from Mondelez International. It also supplies the UK private label yogurt market from a dedicated, state of the art yogurt facility.

We're recruiting ... Customer Service Team Leader

Customer Service Team Leader

Full-Time - 5 over 7 days

12 month Fixed Term Contract

East Kilbride

We are recruiting for an experienced Customer Service Team Leader for a fixed term of 12 months, to join our Mller Milk & Ingredients business. The successful candidate will ensure that customer needs are not only met but exceeded, aiming to provide excellent customer service. This role involves guiding the team to achieve set goals and driving service improvements in alignment with our supply network setup.

Main Responsibilities:

• Support the review and development of processes, procedures, and Standard Operating Procedures across the Customer Service Centre.
• Measure team performance through adherence, call observations, and handling of order capture.
• Manage customers, including hyper care customers, through care calls and addressing root causes to improve service.
• Collaborate with the Commercial team to retain and develop the regional customer base.
• Work cross-functionally with various departments (MMID, Production Planning, Commercial) to fulfil customer requirements.
• Proactively manage workload throughout each day, ensuring all tasks are covered and resources are utilised effectively.
• Manage team performance, recruitment, one-on-ones, team training, and development, embedding a high-performance team culture.

• Team management skills and experience of leading a team.
• Confident with fast-paced telephone customer service environments with demanding KPIs.
• Experience with SAP, AS400, and COGNOS.
• Good understanding of internal and external supply chains for product supply to retailers within FMCG.
• Problem-solving, logical thinking, planning, and time management skills.
• Proficiency in Excel.
• Ability to manage priorities to meet tight deadlines.

• Up to 5% annual bonus
• 2 x Life Assurance policy
• 25 days holiday plus bank holidays (rising with service)
• Enhanced Maternity & Paternity Family Leave
• Enhanced Bereavement Leave
• Pension Employer Contribution Scheme (matched up to 8%)
• Access to Aviva Digi Care +
• Exclusive access to Mller Rewards, offering a variety of online and in-store discounts

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Contract

• Job function Other
• Industries Technology, Information and Internet

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