Customer Service Team Leader

Job Title: Customer Service Team Leader
Location: Leicester - Lutterworth NDC
Job Length: Permanent
Working Hours: 37.5
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

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy.
 
With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depot’s servicing customers up and down the UK. As these two historical businesses have come together, the one common goal remains, and that is ensuring our people succeed.
 

About the Role

As a Customer Service Team Leader at Carlsberg Britvic, you'll be a pivotal leader within our Customer Service function, directly impacting customer satisfaction, operational efficiency, and brand reputation. In this key position, you'll coach and develop a team of Customer Service Representatives to deliver exceptional customer experiences while setting clear standards and driving continuous improvement.

You'll think and act like a true leader—bringing solutions, anticipating issues, and creating a culture where team members take ownership without waiting for instruction. As the primary contact for customer delivery depots and head office teams, you'll role-model excellence in communication, service, leadership, and operational execution across our integrated beverage powerhouse.

Role Responsibilities

• Lead, motivate, and develop a team of Customer Service Representatives, fostering a proactive, solutions-oriented culture that delivers high standards of performance and customer satisfaction


• Act as a senior point of escalation for customer concerns, building strong relationships with delivery sites and head office teams while ensuring timely and effective resolution


• Oversee accurate order capture, processing, and booking while driving optimal order volumes and full-load utilization to maximize operational efficiency


• Lead investigations into service gaps with clear root-cause analysis, implementing corrective actions that address systemic issues rather than temporary fixes


• Drive continuous improvement initiatives that enhance customer experience, simplify processes, and eliminate recurring issues


• Collaborate closely with forecast managers, deployment teams, and supply chain partners to achieve seamless customer service and support S&OP activities


• Ensure team proficiency in SAP, CMS, and reporting tools while maintaining data accuracy and using insights to drive performance improvements

Experience and Key Attributes

• Proven experience in a customer service role, preferably within FMCG or a fast-paced supply chain environment


• Demonstrated leadership and coaching capability with the ability to inspire teams to take ownership and operate proactively


• Exceptional communication skills with the confidence to influence and engage stakeholders at all levels


• Strong problem-solving abilities with a logical, structured approach to resolving complex issues


• Experience with SAP or similar ERP systems and a data-driven approach to decision-making


• Resilience to work under pressure, manage complexity, and make independent decisions


• Passion for continuous improvement and driving positive change in line with our "Semper Ardens" (always burning) principle

Our commitment to diversity equity & inclusion

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.

Application Process:
We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.

We look forward to receiving your application.