Job Description

Holdsworth Foods is a leading food distribution business with a strong reputation for exceptional service and high-quality products. As we continue to grow, we are seeking an additional dynamic, results-driven, and service-led Customer Service/Telesales Manager to manage the day to day running of our Customer Service/Telesales team based in Tideswell.

The Customer Service/Telesales Manager Role

This is a key role where you'll be responsible for managing the day-to-day running of the telesales function, ensuring customers who order by phone receive exceptional service, while also driving sales performance. As the first point of contact for many of our customers, your team plays a vital role in representing the business, resolving queries, and maximising sales opportunities.



You'll motivate and coach the team to achieve targets, maintain high product knowledge, and deliver a consistently professional and friendly service all while fostering a supportive and high performing culture.

A bit more about us

Holdsworth Foods is a family-owned wholesale supplier that specializes in frozen, chilled, and ambient goods for the catering industry. With over 50 years' experience we are a preferred partner for thousands of caterers, including local authorities, hospitals, independent schools, pub groups, restaurants, and cafes. Our primary operations involve warehousing and distribution from our ten sites across the UK, which feature two catering butchery facilities. Our commitment to exceptional service has helped us build a strong reputation, and we take pride in going above and beyond for our customers

What's in it for you:

Pe

rformance-based bonus

- get rewarded for your success with a weekly discretionary bonus scheme and focussed incentive schemes +

Enhanced maternity and paternity pay

+

Healthcare cash plan

and employee assistance program

for your well-being
+

Company pension

to support your future
+

Death-in-service benefit

for added peace of mind
+

Staff discount

on our delicious food range

In order to be successful:

We're looking for someone with solid experience in a fast-paced customer service/telesales environment who can bring both leadership and sales expertise to the team. You'll have a proven track record of hitting telesales targets and know how to get the best out of others through effective supervision, coaching, and training.





Confidence on the phone and excellent communication skills are a must both spoken and written, as you'll be leading by example and ensuring every customer receives first-class service. Strong IT skills and the ability to quickly get to grips with new systems will also help you stay on top of the role.





To thrive here, you'll be highly organised, able to multi-task, prioritise, and meet deadlines while keeping the team motivated and focused. If you've got a genuine passion for food and an interest in food trends, that's a real bonus as you'll fit right in with our product range and customers.





The core hours are Monday to Friday, 9am to 5pm, however you may be expected to provide cover for our out of hours service which is currently undertaken on a rota basis.

Principal Responsibilities:

This is a description of your duties and responsibilities at the present time, however this is not an exhaustive list, and other duties may be required in line with the current and future needs of the business:


+ To ensure your team treat our customers efficiently and courteously + Ensure the telephone is answered promptly at all times, including break times
To promote a courteous professional and caring attitude to the customer To inform the Regional Sales Manager of any customer requests for items not in our range of products + Assist your staff as necessary with challenging customer issues. Report any such occurrence to the Account Manager + Ensure your team have a high level of product awareness
+ Ensure your team are aware of special offers and incentive lines
+ Effectively promote special offers to bring additional sales over and above the regular sales pattern, as well as encouraging gap selling to increase sales
+ Assist and encourage personnel in your team to achieve sales targets
+ Collate and submit to Head Office bonus earnings for your team on a weekly / monthly basis
+ Liaise with the relevant Account Managers to inform them of any customer issues that require their attention or knowledge
+ Should any unusually large order be placed, ensure the buyer is informed to arrange adequate stocks.
+ Make notes of errors arising from your team and review for cause and type
+ Advise the Customer Service/Telesales Co-ordinator of any special training your staff may take benefit from
+ Be responsible for recruiting and training new team members
+ Arrange and carryout staff appraisals, giving your team members sufficient time to prepare and contribute
+ On occasion you will be required to work alongside an auditor providing required information on calls & orders

General Responsibilities

:


It is the duty of all employees to observe the Company's Customer Care objective, which is the delivery of frozen, chilled foods and ambient goods to customers, with regard to the correct products, right quantities, at the right price and at the right time, with a view to profit Note that the Company is an Equal Opportunities Employer You are required to observe the rules set out in the Company's Health & Safety Policy

Quality Responsibilities

:


+ To ensure that the requirements of STS for Food Wholesale, storage & distribution and ISO 9001 are met and maintained

Safety

:


+ To ensure your own and others' safety by following the directives set out in the Company Health & Safety Policy

Supplementary Duties

:


+ You are required to assist with customer complaints, price list distribution, gifts and awards distribution

Training

:


* + Training requirements, recognised from job appraisal or ongoing improvements with the Company, will be given