Customer Service Team Leader

Who are Culina? 

Culina is the UK’s leading independent specialist supply chain partner, trusted by some of the nation’s best recognised food, fast-moving consumer goods (FMGC) and retail brands. We're proud to employ over 22,000 colleagues across 100+ locations nationwide, supported by a fleet of more than 5,500 trucks and trailers delivering every day. 

We currently have an exciting opportunity in our Chilled & Fresh division – from supplier to shelf, we make fresh supply chains simpler. Our expertise in temperature-controlled logistics ensures products are delivered safely, efficiently and on time, helping customers maximise availability and minimise waste. 

Life in this role 

As part of our, Chilled & Fresh division, we have an exciting opportunity to join the team as a Customer Service Team Leader

Salary: £30,413.38 per annum 

Shift: 4 on 4 off, 6am till 6pm

Job Purpose

To co-ordinate front-line response to deliveries, deal with problems and customer requests, liaise with other operational teams and be able to fulfil all office functions, supporting the CS and Client support Manager whenever necessary.

Key Responsibilities and Accountabilities

• To Lead and ensure the smooth running of the customer service team,
• CDR task allocation – ensure that CDRs are being followed through to conclusion in a timely manner and re-assigning them to the right person if necessary;
• Scheduling and issuing of work to staff as required,
• Oversee correct procedures are maintained for housekeeping,
• Hypercare of key clients
• Checking additional charges applied and ensuring that these are corrected if necessary;
• Assisting with shift planning;
• Assisting the CS Manager;
• General problem solving, particularly regarding delivery discrepancies;
• Maintaining failure log and KPI sheets;
• Liaising with and co-ordinating internal teams (e.g. transport planners and account managers);
• Delivery reporting, both internally and to customers;
• Assisting with training of team members;
• Supporting team members and providing them with advice and assistance when needed;
• Assisting with creating training packs and SOPs
• Producing reports

What you’ll need... 

• Highest standards of Customer Service
• Keenly reactive
• Tenacity and diligence in following problems through to closure
• Numerate and literate, and competent with computers (MS Office, ERP systems)
• Highly organised, efficient and able to work effectively under pressure
• Flexible and co-operative: a desire to please

What is in it for you? 

If you're looking for a role where you can make an impact, develop your career, and be part of a team that works as one to achieve great results, we'd love to hear from you. 

• Salary Sacrifice Car Scheme - our salary sacrifice scheme offers a cost-effective way to drive an electric vehicle, with payments taken directly from your salary. Eligibility and salary thresholds apply. 

• Wellbeing Support – your wellbeing matters to us. Through our Employee Assistance Programme, you'll have 24/7 access to confidential counselling and legal support, whenever you need it. 

• Eye Care Vouchers – free eye tests and discounts on prescription glasses. 

• Reward & Recognition – we love celebrating great work, we recognise those who go above and beyond. 

• Everyday Discounts – our benefits platform gives you access to discounts from over 50 leading retailers, helping your money go further every day. 

You may have seen that we're on an exciting journey as we bring our businesses closer together and build an even stronger future as one team. As part of this transformation, our businesses have united under a single brand: Culina. 

Over time, our well-known legacy brands, including IPS, Stobart, Great Bear, Fowler Welch, Warrens, CML, Stobart Europe, IRF and iForce, will transition to the Culina brand. During this period, you may still see these names displayed at some of our sites. 

So, if you've applied for a role with Culina but see one of our legacy brands when you arrive for an interview or site visit, don't worry, you're in exactly the right place.