Fowler Welch (Part of the Culina Group) operates in the fresh produce sector providing time critical logistics solutions for major retailers, growers and manufacturers across the UK.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

Reporting to the Customer Solutions Manager, the Customer Service Manager role is to plan, co-ordinate and control the activities of a service team to maintain and enhance customer and client relationships and meet organisational and operational objectives.

Working hours: Any 4 from 7, between the hours of 07.00-18.00 (32 hours a week)

Key Duties of a Customer Service Manager:

• Manage, lead and direct the daily operations of your team.  Ensure team members understand and are equipped to undertake their roles to the best of their ability
• Develop and implement customer service policies and procedures.  Monitor and review team processes using customer / client feedback to implement change and make continuous improvements
• Plan and maintain the team headcount/cost centre through the effective control of resources and shift patterns
• Recruit, coach and develop team members, nurturing an environment where they can excel through encouragement and empowerment – identify talent for future role
• Oversee all team activity making business critical decisions and handling complex escalated issues in order to maintain a high standard of client relationship
• Hold regular meetings with Supervisors to discuss expectations and continuous improvements for them and the team
• Carry out monthly 1-2-1’s and appraisals - review performance and feedback on development areas and achievements, in conjunction with Line Manager or HR as appropriate
• Build and maintain strong relationships with internal and external stakeholders, ensuring opportunities for improvement are translated across functions
• Oversee the achievement and maintenance of agreed customer service levels and standards, ensuring an appropriate balance of service and cost
• Maintain agreed KPI’s and report on performance and potential improvements
• Propose and implement business opportunities for growth and service improvements
• Liaise with company management to support and implement growth strategies
• Lead on or participate in ad-hoc projects as required

• Considerable experience working in a customer facing environment
• A detailed understanding of all service offerings of the business and applicable terms
• Passion for delivery of excellent customer service within an ever growing business
• Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities  
• Coach, train and motivate team members, be able to influence and steer to produce high end results
• Ability to lead a team and manage performance objectives through one to ones and staff appraisals
• A creative approach to problem solving and managing a team

As part of our drive to make Fowler Welch a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave – Competitive holiday entitlement.
• Pension scheme – We want colleagues to enjoy a comfortable retirements so we offer a great contribution of 4.5% employee and 6% employer.
• Life Assurance - x3 your annual salary.
• Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year.
• Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses.
• Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts - Via our benefit platform you will have access to over 50 retailer discounts for everyday savings!

If you meet the requirements for the above role and are looking for your next career opportunity please apply now and become a part of our #WinningTeam!