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Job Purpose

Reporting to the Customer Care & Sales Ops Manager the role is responsible for the day-to-day delivery of best-in-class levels of Customer Care through the Order to Cash Process. You will lead the Customer Care team through dynamic and challenging situations, partnering with internal stakeholders to ensure we deliver against our must win battle of being the Supplier of Choice. Identifying continuous improvement areas and striving to be better every day is pivotal to success along with achieving KPIs in both service and delivery metrics

Core Accountabilities

• Support, manage and develop the Customer Care Team on a day-to-day basis
• Provide clarity of purpose for the team; enable faster decision making and empower the team through full understanding of their roles and the implications of their actions
• Be the escalation point of contact for the Customer Care team
• Accountable for the Complaints and Returns process delivering in line with the customer KPIs and report to the Customer Care Manager (CC&SOM) on a monthly basis
• Allocate team daily tasks to ensure smooth running of the team taking sickness and holidays into consideration
• Responsible for the release of orders in lead time via hold reporting
• Responsible for reporting of monthly demurrage and short lead costs
• Deputise for the CC&SOM as required
• Responsible for the reporting and hosting of the annual auditing of the Fairtrade system
• Establish a continuous improvement programme aimed at reducing non-value adding activities
• Demonstrate the highest personal health and safety standards at all times and work effectively with other team members to carry out the tasks safely and effectively.
• Act in accordance with the British Sugar Values and behaviours

Skills, Knowledge & Competencies

• Excellent verbal and written communication skills
• Problem Solving and Adaptive thinking
• Being able to work as part of a team
• Intermediate level English, Maths and IT (Microsoft Word, Excel and Outlook)
• Knowledge of UK logistics
• Ability to manage repetitive administrative tasks