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8 months ago
Wallace Hind Selection
Salary: Basic: £35-45k + Access to Full Benefits Package
Location: Luton
Job type: Permanent
Contact: James Coull
Category: Customer Service Jobs

Providing great customer service is not easy! The Customer Services team is the face of the business, the first port of call for customer enquiries, issues & complaints. Help us take our Customer Service team of three, in Luton to the next level by adding stability, structure & a clear plan to the department. We supply to many major retailers & wholesalers in the UK.

BASIC SALARY: £35,000 - £45,000


Access to the full benefits package including:

  • 5% Pension
  • 25 Days Holiday & all Bank Holidays,
  • Medical/Dental (single),
  • Life Assurance (6 x salary)
  • Sick Pay (after probation)
  • Death in Service
  • Subsidised gym

LOCATION: Luton, Bedfordshire.

COMMUTABLE LOCATIONS: Bedford, St Albans, Hitchin, Stevenage, Hemel Hempstead, Leighton Buzzard, Milton Keynes, Dunstable.

JOB DESCRIPTION: Customer Services Manager

Reporting into the General Manager & supporting the supply-chain department, you’ll be given the autonomy that you’ll need to successfully strategically restructure our Customer Services Department & take our service levels from good to great.

You’ll immediately have 3 direct reports to lead, mentor & develop & we expect the headcount to expand further in 2020. The existing team is small, but with a busy workload. We’re continuing to expand our product offering, launching new product yearly & our SAP system is still not being fully utilised yet.

Your team’s already doing the basics well, (order entry, dealing with issues & enquiries) but there’s no strategy in place for their development. OTIF is currently just another business KPI to us. But you could really do something with that data.

Initially you’ll measure the efficiency of our current customer service department, identify areas for improvements & create a plan to ensure it’s effectively implemented.

You’ll have a seat alongside the senior management team for key decision-making meetings. You’ll run the Customer Services department how you want to run it & identify the KPI’s you’ll need to get us to the next level.

** Do you currently have that autonomy? **

I would expect this role to grow into a Head of or a Director level role. No pressure!!

You’ll need to work effectively with all departments including supply-chain, logistics, sales & quality & externally with all customers.

KEY RESPONSIBILITIES: Customer Services Manager

  • Lead a team of experienced customer services executives
  • Analyse the current performance of the department & team – then create a plan to move it forwards
  • Lead, mentor, & drive the Customer Services department to the next level i.e. good to great
  • Stakeholder management across all departments

PERSON SPECIFICATION: Customer Services Manager

  • You’ll have a proven background in running a customer services department, telesales or an internal sales department for a manufacturer or distributor of pharmaceuticals, cosmetics, healthcare, medical devices, fast-moving consumer goods or similar
  • Your experience will be in a B2B manufacturing, logistics, distribution or export environment, so you will better understand our overall supply-chain & the types of customers we supply into
  • You’ll have hands on experience of how to utilise data on a SAP system or similar


Our group has been established nearly 40 years & manufacturer a wide range of FMCG products; supplying Pharmaceutical, Healthcare, & Cosmetics goods directly to retailers, wholesalers & pharmacies. We’re more in our infancy & need to bring in the right calibre to help grow our ambitious company.

It is highly likely you will have worked in any of the following roles and/or markets and worked with the following products and/or services: pharmaceutical, customer services, logistics, distribution, supply-chain, .

INTERESTED? Please click apply. You will receive an acknowledgement of your application.

Please Note: Wallace Hind Selection have been chosen as the retained recruitment partner of our client and therefore any direct applications to our client from candidates or agencies will be forwarded on to us direct.

REF: JAC15928, Wallace Hind Selection

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