Come and join the number one food service company in the country...

With a turnover of over £2.6bn, Brakes Group is a leading supplier to the foodservice industry in the UK, Ireland, France and Sweden. The group comprises a family of specialist businesses which are able to deliver everything the caterer needs, including their very successful own brand ranges developed specifically for chefs.
ROLE PROFILE: Service Manager
REPORTS TO: Business Manager

Purpose Statement

To be the service focused link between Stonegate Pubs and Brakes service functions. The overarching purpose is to drive a sustainable and profitable service whilst ensuring Stonegate, receives an excellent service experience aligned to the contractual agreement.

A detailed knowledge of Brakes service structure and capabilities will be required, this knowledge will be used to build Internal and External relationships and thus enable us to both develop service and reduce cost.

Responsibilities include communication of route changes, local and Multi Temperature taking into account e-commerce system requirements. Direct management of delivery frequency, min order values, nominated line impact, timed deliveries, recoveries and input to how service issues are handled. This role requires a direct and close working relationship with the client and the ability to monitor service improvements by way of a joint plan.

The role will involve an element of issue resolution, liaising closely with the Customer Service Teams to ensure the preferred resolution is supported and maintained as part of the ongoing service.

Key Accountabilities & Responsibilities

- To work with the Business Manager to create a service development and optimisation plan for Stonegate which identifies specific areas and details the joint plans to improve service, reduce cost to serve and increase EBIT.
- An understanding of the customer service metrics will be obtained and the plan will include how we can ensure we trade in line with our contractual agreements. Areas to include are: delivery frequency, min order values, nominated line impact, e-ordering, timed deliveries, how service issues are handled.
- Where customers have direct Customer Supply Chain Team input the Service Manager will ensure that areas of responsibility and ownership are clear both internally and with the Customer.
- Responsible for communication of operational changes (e.g. round changes which impact on the customer) and will be responsible for gaining customer agreement and implementation.
- To assist with implementing any new service or cost reduction initiative`s either directly or via the BM.
- To build relations with the wider matrix team and internal stakeholders including distribution, supply chain, customer services, telesales, e-ordering, Regional Service Managers, Business transformation plus any other service ownership business areas. The purpose is to ensure knowledge is continually updated and that expert advice can be given to customers to continually improve service and reduce cost.
- To take ownership for ensuring and new Stonegate acquisitions are transitioned seamlessly (from a service perspective) and that a planned documented handover process is in place between old and new stakeholders.
- To provide recommendations for improvement or development to Brakes service including process development and improvements which enhance the customer experience and reduce costs.
- To ensure that appropriate monitoring and KPI reporting is in place which meets both internal and external customer needs, where trends are observed appropriate remedial action is agreed with business owner or directly with the customer
- The role will involve taking responsibility for specific service projects either customer specific or as part of the wider CPL initiatives. Project management skills will be required to enable efficient and effective implementation.
- The direct reporting line is into the Business Manager, there will also be a strong dotted line report into the Service Director for CPL to ensure there is a consistent and focused approach across the CPL business.
- The service team will define best practise across CPL where needed to enable a consistent approach.

KPI`s

- DSL/Perfect order improvement (for Business unit responsible for or subset as appropriate)
- Retention of customers
- Reduction in customer service notifications
- Reduction in failed deliveries
- Reduction in recoveries costed to Brakes
- Improvement in NPS score [need to be available by customer, currently Corporate overview only]
- Reduction in cost of delivery to customers

Competencies/Leadership Themes

- Strong customer service mind-set
- X-functional working