The job title

Customer Service Manager - 12 months FTC

Contract Type
Full time
Blackpool, North West England
Job Type
Full time
Start Date
Feb 24 2023 12:00AM

Who are we ?

We are FBC, Fox's Burton's Companies! ……-And we bake the UK's most incredible biscuits (we might be slightly biased, but we will leave that for you to judge). 

FBC was a match made in heaven, with two of the top UK biscuits manufacturers (Burton's Biscuits and Fox's Biscuits) coming together to create one unique, integrated company. 

We are home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky, to name just a few. We bake our incredible biscuits at eight bakeries across the UK, located at Ilse of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset. We also have offices for our supporting services in St Albans, Liverpool and Moreton. Together, we employ circa 5,000 amazing employees across all our locations.  

We are currently the second biscuit manufacturer in the UK market with a strong ambition of becoming the number two biscuit manufacturer worldwide.

We are proud to be part of the Ferrero enlarged family: such a fantastic and successful business. The Ferrero Group operates in more than 50 countries, with products sold in over 170 countries, represented by almost 38.000 employees worldwide, and a consolidated turnover of €12.7 billion (2020-21).

Along with our fantastic brand portfolio, we also have long-term agreements to manufacture several sweet & savoury snacks across Mars, Cathedral City, Marmite, Jacobs, and LU branded products. In addition, we are proud to be a strategic partner for many retailer-branded products.

Our employees make our business special. With strong family values, we believe FBC is a more prosperous and fun place to work with when people feel free to be themselves. We believe in the power of being authentic, entrepreneurial and supporting each whilst meeting our business goals. 


And don't forget… work hard but play harder!


What does your typical day look like?  

To exceed customer expectations by delivering the most effective and efficient ‘order to cash’ cycle.   The Customer Service Manager must constantly strive to improve ways of working and business processes to unlock the highest service at the lowest possible cost. This will require regular examination of people skills and system capabilities whilst engaging with internal and external customers (UK & International), to understand their needs.


This is a high profile, pivotal role in our business, which requires interface at a senior level within both BBCo commercial teams and customers to pre-empt and deal with any issues likely to affect service levels adversely and enable the implementation of sustainable, corrective actions.  The CSM manager will be key to deliver initiatives in their control that mutually benefit the customer and BBCo.  Motivating and leading the team will also be key to success.

What are the key ingredients needed for the role? 

•Customer Service Strategy –build and communicate the Customer Service strategy aligned to our commercial priorities. The Strategy will be aimed at both servicing UK & International Markets and must include People, Process and Technology and align with key stakeholders.

•Collaborative Relationships -with both internal and external customers.  Internally –actively manage the relationship between BBCo customers, UK & Intl Commercial Teams, Supply Planning and Demand Planning.  Externally –building proactive, credible  and robust relationships with key UK customers & international distributors and our 3PL. 

•Order to Cash process–To ensure the teams efficient completion of all orders within the desired timescale, ensuring all shortage issues are communicated (detailing any current or future shortages & resolution date) to customers and relevant Commercial contact.

objectives in line with the Customer Service strategy.

•Achievement of Measures/KPIs –produce and champion the BBCo Service Level using a “zero tolerance to shortages” approach where all potential shortages are challenged (Make Every Case Count).

•Period End Reporting –compilation of period end reports for HoSC and onward presentation to Board Reviews, ensuring key issues are highlighted in period commentary.


Role will support:

•Continuous Improvement program –play an active role and ensure a CI culture becomes ‘business as usual’.  

•Projects –a key driver in delivering Supply Chain budgeted savings through identified projects.


Role involvement:

•Supply Chain Management Team –as a member of this team you will contribute to the holistic thinking of the wider team, ensuring a positive culture and one where we succeed as a team

•Identifying opportunities to maximise Supply Chain efficiency and reduce cost particularly relating to customer ordering patterns, minimum order quantities and pallet/layer ordering.

•Cross functional collaboration –building and maintaining strong relationships with all BBCo functions.

•3PL relationship with a specific focus on identifying trends, escalations and driving improvements

Qualifications & Experience

  • Strong experience within a Customer Service Manager role
  • Excellent analytical skills
  • Experience from with a Supply Chain Background or FMCG would be preferred.

Core Competencies

  • Have a growth mind-set, enabling all the teams to create the future
  • Build powerful partnerships at all levels with the ability to coach and challenge 
  • Strategic outlook with a proven track record of delivering 
  • Ability to draw insight from data and highlight opportunities internally and externally with our customers
  • Lead a team with energy, creativity, and a proactive perspective
  • Have a logical and solution orientated mind-set
  • Resilient to change and un phased by a fast-paced environment

If you are ready to begin a career with real bite, we would love to hear from you so apply now by clicking the link below.