Capability Lead

Growth & Capability Lead

Job Title:

Growth and Capability Lead

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

The Capability and Growth Lead focuses on developing capability, accelerating growth in skills and confidence, and embedding best practice across the Customer Service team.

Rather than holding direct line management responsibility, this role acts as a capability leader, coach, and operational expert, supporting Customer Service Representatives to perform at their best. You will lead through influence, expertise, and visibility providing hands‑on training, guidance, and operational support, while stepping into account management activity when resource levels require. This role requires strong judgement, confidence, and credibility. You will proactively identify gaps in knowledge, process, or execution and take ownership of improving them.

Your leadership will be felt through influence, coaching, and visible operational excellence rather than formal people management.

• Lead the onboarding, training, and ongoing development of Customer Service Representatives.
• Coach and support colleagues to build capability, confidence, and service excellence.
• Act as a subject matter expert, providing guidance on customer queries, processes, and complex issues.
• Drive knowledge sharing and cross‑skilling to build a flexible and resilient team.
• Support day‑to‑day operations by helping prioritise workloads and maintain service levels.
• Assist with the resolution of customer escalations, working collaboratively with internal teams to deliver effective solutions.
• Ensure SOPs, training materials, and customer service processes remain accurate, up to date, and consistently applied.
• Use performance data, audits, and customer feedback to identify development opportunities and drive continuous improvement.
• Champion a culture of learning, accountability, and continuous improvement across the Customer Service team.

• Strong experience in a customer service or supply chain environment, ideally FMCG
• Proven ability to coach, train, and develop others without formal line management authority
• Confident communicator with the credibility to influence and guide peers
• Strong organisational skills and ability to manage competing priorities
• Proactive problem‑solver with high attention to detail
• Experience using SAP or similar ERP systems (desirable)
• Comfortable working hands‑on while also providing leadership and guidance
• High level of ownership, accountability, and professionalism
• Strong interest in people development, capability building, and continuous learning
• Ability to balance operational delivery with longer‑term capability and growth focus
• Additional leadership or customer‑service‑related training (desirable)

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.