Customer Service Manager Review

I manage a team of Customer Service Support Assistants within a Regional Distribution Centre, dealing with day-to-day queries from the stores that we deliver in to, and raising credits where necessary. As Manager, I am responsible for recruitment, on-boarding and developing the team to provide customer excellence & support the wider vision.

I am new to role having transitioned from Management in food stores following a re-structure, so am learning new skills with regard to working in a logistics & distribution role, including understanding how issues may arise from a warehouse, stock or transport perspective. Also, numerous systems including Microlise, AS400 and CBS database.

I enjoy driving myself to complete the assignments in a timely fashion, and the variation of the tasks. I feel supported & value the wisdom of my tutor, and find it easy to access & update my portfolio. I like the fact that my provider is local to me, and loaned me a laptop.

I find the programme well-structured around monthly learning conferences, with the follow up assignments set to be completed shortly after. I appreciated the formal break over the Xmas period, due to how busy a time of year it is, meaning that I wasn’t under pressure to complete the apprenticeship work.

My employer is very supportive in allowing me to continue the apprenticeship in a new role, and provided me an extended formal break whilst getting orientated to it & the depot launched. My new line manager is also super supportive with regard to my personal growth and development, checking in with me regularly.

I received all the support I require and expected from signing up to the programme. Specifically, I am given regular feedback from my tutor with regard to meeting the criteria of my modules in order to qualify with the higher pass mark. They are always honest about how I’m performing & the quality of my reports.

I feel that I now draw upon my learnings on a daily basis, from effectively communicating with my own team & others, to using the coaching models to provide objective and productive feedback. I also apply new learnings on British Values to help make my workplace more inclusive, which ties in with the depot vision.

I get involved in numerous colleague networks as an Ally to others, having recently been appointed a Diversity & Inclusion Pioneer. I also support our inter-depot & wider engagement including Mental Health Awareness coffee mornings, Fairtrade Fortnight colleague blogs & International Women’s Day events. I also participate in personal career growth calls.

Yes

You are valued for being yourself, are encouraged to identify your motivations & work to your strengths. We are as much a family as a work-force & want people to feel supported in everything that they do so we succeed together. We care about our colleagues well-being & provide the resources to allow them the best experience.

Be open, honest and yourself always. We care more about employing the right type of people over those with just previous experience. Take a look at our history as a co-operative to understand what motivates us as a business, and how we champion a better way of doing business to succeed both commercially & ethically.