Customer Solutions Manager

Customer Service Manager

Isleworth

£ Competitive Salary

The Bunzl UK & Ireland (BUKI) Financial Shared Service Centre (FSSC) supports Bunzl's portfolio of businesses in the UK and Ireland region. We provide our customers with critical operational financial services including accounts payable, general accounting and master data maintenance, using enabling technology to standardise processes, improve controls and drive efficiency.

Key Responsibilities:

• Leads the FSSC customer service function, developing an appropriate service governance framework to achieve customer and FSSC success.
• "Voice of the customer" - represents the opcos within the FSSC (and vice versa) and champions operational delivery of agreed KPIs.
• Accountable for timely resolution of escalated operational concerns through cross functional collaboration within the FSSC. Acts as a point of escalation for both internal and external customers, taking ownership of issues to ensure a response is provided.
• Establishes a robust FSSC communication plan for all customers and wider business stakeholders.
• Manages communications across all levels of governance e.g. BUKI, Opco, Suppliers & FSSC.
• Leverages all available channels to ensure effective communication within the FSSC and encourages customer self service via Power BI
• Builds effective relationships across Bunzl to ensure that action plans are identified and delivered to improve customer service performance.
• Responsible for the administration and execution of action plans to improve customer satisfaction (NPS) through effective service delivery.
• Research the possibility of adopting the BCHS real time customer satisfaction tool for FSSC services; develop realistic plan for deployment.
• Analyses all available management information to ensure consistent high standards of service are delivered, identifying trends and conducting root cause analysis to promote a culture of continuous quality improvement.

Skills and Competences:

• This is a demanding position with high internal visibility, which requires comprehensive understanding of all FSSC operations and processes, tenacity, resilience, and high emotional intelligence.
• Knowledge of Bunzl's business model, operations, and key business drivers with the ability to build effective relationships across a range of stakeholders at all levels of the organisation.
• Strong organizational skills coupled with a process-driven approach to tasks, ensuring efficiency and consistency in customer success activities. Solutions-oriented with strong problem-solving skills.
• Demonstrates a high degree of attention to detail, thoroughness, and a methodical approach to work. Works at a pace that matches the requirements of the business and recognises the importance of timely completion of tasks.
• Excellent communication, collaboration, and people skills, enabling clear, courteous and constructive interaction with both internal teams and external customers. Works with diplomacy, tact, and poise under pressure.
• A leader who can work both independently and collaboratively, and coach and develop a small virtual team.
• Proactive nature, demonstrating the ability to take the initiative in identifying and addressing customer needs and opportunities for improvement.
• Comfortable with managing multiple tasks concurrently and adept at prioritizing workload according to business needs.

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