Director of Customer Service

Fidelis Resourcing Limited; Milton Keynes; On-site; GBP 60,000 - 100,000

Job description

Get AI-powered advice on this job and more exclusive features.

Recruiter working with technology & materials suppliers to FMCG sectors throughout UK, Benelux & Scandinavia

Director of Customer Service

Job ref FRL937

The Company

A dynamic, highly respected and privately owned manufacturer of technology solutions for the food industry. The range of innovative technologies from individual machines to complete line solutions drive efficiency and quality allowing food processing businesses to thrive in an increasingly competitive market. At the heart of everything is a firm commitment to consistently delivering high quality service and support to customers. We are now looking for a Director of Customer Service to lead customer service teams and develop the customer service strategy to ensure that customers are supported before, during and after their purchase.

The role, which reports to the Managing Director, will be responsible for all aspects of customer service as well as being part of the UK management team which is tasked with overall company performance and growth.

You will have proven success of building customer service teams and extensive experience in managing customer relationships within the food industry with a skill in motivating and developing teams of technical experts and successfully engaging cross-functional colleagues.

Responsibilities

• Actively participate in management forums, both strategically and functionally, to drive business performance aligned to its objectives and strategy.
• Develop and execute an industry leading customer service charter to further improve customer relationships and identify any relevant gaps or training requirements across the team.
• Motivate and engage the team to deliver customer service consistently throughout the organisation whist instilling a culture of continuous improvement.
• Work with team members to identify their potential and implement development plans and goals to help them achieve it.
• Act as a senior adviser throughout any escalated customer service concerns or complaints.
• Engage with cross functional teams to further instil the customer service ethos, identifying areas to improve and ways to address any shortcomings.
• Collaborate closely with technical and pricing colleagues to ensure an aligned customer service experience.
• Represent the company at industry events, trade shows and conferences to promote the brand and build networks where appropriate.
• Act as a company ambassador, internally and externally, consistently living and breathing the culture and values.

Requirements

• Proven leadership in customer service excellence in the food manufacturing sector.
• Excellent team leadership, coaching and development skills.
• Strong aptitude for building cross-functional relationships in an organisation including sales and technical teams.
• Demonstrated experience and success in customer relations management throughout the customer journey.
• Self-motivated, clear communicator with a passion for delivering outstanding customer service.
• Flexibility to travel as team or customer needs dictate.

Excellent salary package + bonus + benefits. Dynamic and collaborative work environment/culture with a customer centric focus.

This is an exciting opportunity to join a leading technology supplier to the food processing industry, if you are interested in being considered you are encouraged to apply at the earliest convenience by forwarding your CV via email to [e-mail]

Closing date for all applications Friday 11th April 2025

Seniority level

• Director

Employment type

• Full-time

Job function

• Customer Service and Management
• Industries: Machinery Manufacturing, Automation Machinery Manufacturing, and Food and Beverage Manufacturing