Brakes Group

Customer Transition Coordinator

30 Sep 2016
28 Oct 2016
Brakes Group
Contract Type
Full Time
Customer Transition Co-ordinator
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 Purpose Statement The Customer Transition team has been created to support, coordinate and control the Brakes business and its customer`s through major transitions such as moving to a new ERP system

This is a fantastic opportunity for someone to join the Customer Organisation. This role of Customer Transition Co-ordinator will offer the post holder development and experience in a busy part of the organisation, enabling the post holder to fully integrate into a small team.

After six to nine months you will move to a co-ordinator role within either Sales & Customer Support or Supply Chain. Further details regarding this will be covered during the recruitment process
Customer Transition Objectives relative to this role:

- To help deliver watertight communications to all customers regarding their transition to Multitemp deliveries
- To help manage and resolve customer issues encountered through new proposition
- To help support and manage post go live route optimisation within depots
- To report to various business departments the progress & ‘health check` data for the rollout
- To be involved in TPACT/Customer Master data checks and cleansing as required

Key Accountabilities & Responsibilities

- Daily/Weekly maintenance of call schedules for Contact Centres
- Liaison with Contact Centres regards resourcing
- Monitor TPACT (Agent Tool) for issues and customer objections
- Speak with customers to understand concerns and resolve issues where possible
- Running of daily in-house reporting suites
- Follow documented process, liaise with network planning & fields sales to produce & analyse cost implications

- Assist with training on agent tool, where required
- Generate data extracts for Ind Field Sales, Contact Centres, Corporate Account Management Team to help with comms/planning
- Provide bespoke Customer facing data extracts and reporting
- Produce and monitor reporting from TPACT data to show progress & health checks for the business

Competencies/Leadership Themes

- Competency with Office 2007, in particular Excel (further training will be provided)
- Diplomatic & empathetic approach to Customer complaint handling
- Strong customer focus
- Tenacious approach to challenges
- Positive under pressure

Knowledge, Skills, Experience

- Time Management skills
- Self Motivated
- Data literate


- Advanced Excel an advantage (further training will be given)

The Business

Employing over 10,000 people, the group supplies a diverse customer base, which includes, independent pubs, restaurants and hotels, schools, hospitals, contract caterers and well known national chains. Brakes Group has developed a clear customer focus and a strong understanding of the needs of the foodservice sector providing innovative products and services and is committed to improving both the environment and the communities it serves. Brakes Group operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.