Job Description

Company Description

We are FBC UK, 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 UK 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 are proud manufacturing partners to some of the biggest UK retailers and household names. We bake our incredible biscuits at eight bakeries across the UK, located at Isle of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset and our HQ in St Albans. Together, we employ circa 4,000 amazing colleagues across all our locations.



Whilst we know that we have delicious products we also know that that the key ingredient to our success is our people, and the passion we have for our brands. You could be the jammy to our dodger, party ring to our Fox's or the choc-chip to our Maryland?! We knead people with innovative ideas, an entrepreneurial spirit, and the commitment to drive FBC UK to success.



We are committed to building an inclusive workforce that feels empowered to build a fulfilling and successful career. By embracing diversity, equity, and inclusion (DEI) we create a supportive environment for people to thrive and strive to have more positive impact.



We understand that having formal and on-the-job learning opportunities is key to our colleagues' professional and personal growth. We are committed to providing an environment where everyone can learn from each other and grow through a variety of learning experiences.



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

About the Role

We've got an amazing opportunity to join us at FBC as

Head of Customer Services

. This role leads the Customer Service function across FBC UK, shaping a world-class strategy with a continuous three-year outlook. Acting as the voice of the customer, you'll ensure service excellence through close collaboration with Logistics, Planning, and Commercial teams.

You'll manage a multi-site team, drive senior-level engagement to resolve service issues proactively, and implement sustainable improvements. With a focus on efficiency, you'll regularly assess systems, processes, and team capabilities to deliver outstanding service at optimal cost--both in the UK and internationally.

Main Responsibilities

Customer Service Strategy

: Develop and communicate a customer service strategy aligned with commercial priorities, covering UK & International markets, and integrating people, processes, and technology.

Relationship Management

: Build strong, proactive relationships with internal teams (Commercial, Planning) and external partners (customers, distributors, 3PLs).

Order to Cash Oversight

: Ensure timely and accurate order processing, proactively managing shortages and communicating resolutions.

Leadership & Team Development

: Inspire and guide the team, aligning actions with FBC's mission, vision, and values.

Compliance & Customs

: Ensure adherence to legislation and customs requirements, advising on tariffs and supporting cross-functional compliance.

Performance & Reporting

: Monitor KPIs, produce service level reports, and compile period-end summaries for senior leadership.

Continuous Improvement & Projects

: Drive a CI culture and lead initiatives to improve service and reduce costs.

Master Data & Order Fulfillment

: Oversee customer/product master data accuracy and optimize order management for cost-effective delivery.

Logistics Collaboration

: Work with Planning, Warehousing, and Sales to ensure delivery feasibility, resolve transport issues, and improve logistics performance.

Customer Experience & Growth

: Strengthen customer relationships, support joint business planning, and identify opportunities for service and efficiency improvements.

Performance Monitoring

: Track case fill rate, on-time delivery, shelf availability, and cost-to-serve to optimize customer outcomes.

Who we are looking for

Demonstrated depth of leadership experience

in customer service A

relevant degree or equivalent experience

, with strong operational and strategic capabilities

Excellent analytical skills

, with the ability to extract insights from data and identify opportunities A background in

Supply Chain or FMCG

is highly desirable Proven ability to

build strong partnerships

across all levels, with the confidence to coach, challenge, and influence A

strategic mindset

and a track record of delivering impactful results Strong commercial awareness and the ability to

translate data into actionable improvements

for both internal teams and customers

Diversity Statement

FBC UK is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at FBC UK. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.



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