Customer Service Manager - FMCG Wine Distributor (Wine Jobs: Wine Retail & Sommelier)

Full Time


  London, England

If you are a driven individual who is capable of thinking outside the box and have a passion for customer service then I need to hear from you!

Due to continued growth, we are currently looking for an experienced leader to create and manage all the elements that make a successful Customer Service team.

You'll be responsible for maintaining high standards of customer service while always looking at ways to improve the team and processes, managing the day to day workload of the team and be accountable for ensuring the team meet all deadlines and SLAs.

It's a busy, hands on role working with customers, suppliers, delivery partners and external warehouses with lots of scope for development.

Ideally, you will have both wine knowledge and management experience gained in the drinks sector.

The Role:

  • Ensure the team is fully trained and understands all company and department policies and procedures and are up to date with products & prices
  • Act as the first line advice for any queries from the team, e.g. policies and procedures, wine knowledge & systems queries
  • Act as the initial escalation for any complaints or queries from customers, both internal and external
  • Motivate and mentor the team to provide excellent customer service in every interaction
  • Ensure all established policies and processes are followed
  • Keep up to date training records for all team members
  • Produce weekly KPI reports
  • Ensuring great performance from the Customer Service Team by appraising, coaching and developing

Experienced Required:

  • WSET Level 3
  • Working in the wine and spirits industry in a B2B customer service
  • Previous team leader / management experience
  • Strong IT skills, in particular Excel & Microsoft Office

In addition, you will receive a great career development and progression opportunities with a growing company!

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