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Customer Service Change Manager

Customer Service Change Manager

Customer Service Change Manager

Whitworth Brothers

A world-class, award-winning family business with a 200-year history. They supply speciality products to Manufacturers and retailers worldwide and operate from several technologically advanced sites across the UK. Manufactures of flours in some of the most technically advanced mills in the world.

The Challenge

As part of their continued investment into the business, they are implementing a new ERP system into the Customer Service Department with teams spread across seven different sites.

To ensure there was no disruption to the customer service operation, we sought a Customer Service Change Manager to oversee the project and ensure the governance and timeframes were kept to.

This provided an excellent opportunity to analyse the current level of service, improve efficiencies and instil new procedures to ensure their customers continuously received the gold standard as expected with such a historical brand.

We needed an experienced Customer Service Manager who also had project management experience with a fixed-term contract in a difficult location with a scheduled implementation at the beginning of November 2021.

The Solution

It was clear that time was of the essence, and this would be a challenging search. So, as part of the added value service, I suggested reducing the time to hire; we would agree on a handful of preset questions and screen candidates through our video platform.Hinterview mockup

This allows Whitworth to see the personality behind the CV, give context to the person on paper, but more importantly, they could watch the interview at a time to suit them on any device.

This was very much a needle in a haystack search for the profile I was seeking. So I took a headhunt approach through LinkedIn and discovered the profile of Julie Bean, who, by luck, was on notice for redundancy for her current employer.

The Result

Julie had more experience than I had bargained for. ISO Auditing, executive coaching and a Customer Service Project Management career spanning more than 25 years so she was perfect for the Customer Service Change Manager position.

After briefing the role, we agreed to sit down in the evening, and I would video interview her for the position.

Her profile and interview were sent to the Sales Director and Head of HR, and for the next 24 hours, I could see the interview playing and stopping continuously.

 

Julie Bean

Ultimately, Julie was called to the site a few days later and was offered the role that evening.

The platform proved invaluable as it allowed the Sales Director and Head of HR to watch snippets of the interview whilst also carrying on with their busy day. They would not have had the time to commit to a lengthy zoom interview, and this has proven its value and will now be used in the ongoing recruitment.

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Scott Williams

Scott Williams

I’m an independent owner of Food Recruit - Search & Selection. Passionate about the Food Manufacturing industry having spent time as a Supply Chain Manager and Business Development Manager for two of the UK’s largest meat importers. High Care, Low Care, Chilled and Ambient I have worked across all markets including B2B, Foodservice, Wholesale and Retail.

I fell into recruitment in 2016 to start a Food & Drink desk in a long-standing Engineering Recruitment business in the West Midlands. Progressing on to Business Development Manager covering multiple markets before starting my own agency in September 2020.