Welcome to your“CMBC Customer Support

Centre”

BDMS- Please refer to your WOW Task list in CMTAP for specific customer related tasks.

Any required contact / points to consider will be there to guide you to the correct team.

This CMBC Customer Support Centre structure is the current “As is”

Leeds Wolverhampton

Head Of CMBC Customer Support CentreNicola Wilson

Head Of CMBC Customer Support CentreEmma Scorer

Sales/Service/Customer ExperienceControllersSales- Louise HillExperience & Service- Hayley PowerOperations- Kate Hawkins

Sales & Service FoT, NOT, WS & Brewers Inbound & Outbound Team LeadersJackie MainprizeMichela McleanKarl Morton Mandy Taylor

Sales & Service Inbound & Outbound Team LeadersSales- Faye Lathe Service-Lynne Leitch

Academy Training Support /Co coordinatorsMelanie Parker & Ian Hill

Cellar Services Team LeaderCarl Elwell

Customer Operations Support & AdminKate Hawkins

BDM Customer Support Team Leader Claire Tweed

Telemarketing/New Business Team LeaderJo Attwood

Brewers & Wholesale Support Team LeaderSarah Jadowski

Hi, I’m Jackie Mainprize and I am one of the Team Leaders for IB & OB

Sales and Service in CMBC Customer Support Centre Leeds

I have a team of 12 TAM’s – Janine Richardson, Karen Halsall, Adele Hirst, Rachel Rothschild, Christine

Fraser,

Gemma Stead, Marie Chilton, Gayle Sutcliffe, Joanne Town, Caitlin Collins, Mandy Dyde & Louise Barton

My team handles all types of customer calls. Inbound and outbound, sales and service, providing the

customer with a great service and experience.

My team manage IB/OB customers for all channels of choice - FoT, MRG’s, NOT, WS & Brewers,

Festivals and large events, Digital/Carlshop & consumer queries & mailbox management.

I also support the growth and development with my people through coaching & development.

If you have any questions or need support, please contact Customer Support Centre on 0113 513

4986 and a member of the team will be happy to help.

.

Hi, I’m Michaela McLean and I am one of the Team Leaders for IB & OB Sales and

Service in CMBC Customer Support Centre Leeds

I have a team of 12 TAM’s – Angela Seaton, Charlotte Thornton, Joanne

Watkin, Paul D’Cruz, Babs Pistauerova, Sam McEvoy, Charlotte Bathory,

Lindsey Gray, Bev Green, Suresh Bhardwaj, Katie Chilton, Aliya Ayub

My team handles all types of customer calls. Inbound and outbound, sales and service, providing the

customer with a great service and experience.

My team manage IB/OB customers for multiple channels of choice - FoT, NOT, Digital/Carlshop,

consumer queries & mailbox management.

I also support the growth and development with my people through coaching & development.

If you have any questions or need support, please contact Customer Support Centre on 0113 513 4986

and a member of the team will be happy to help.

Hi, I’m Karl Morton and I am one of the Team Leaders for IB & OB Sales and Service in

CMBC Customer Support Centre Leeds

I have a team of 11 TAM’s – Tricia Smythe, Laura Poole, Susan Longhorn,

Charlie Parker-Fairbairn, Louise Greatrex, Andrea Rowe, Lynda Scott,

Keith Storey, Mark Hall, Anica Shirley, Julie Kelly

My team handles all types of customer calls. Inbound and outbound, sales and service, providing the

customer with a great service and experience.

My team manage IB/OB customers for multiple channels of choice - FoT, NOT, Digital/Carlshop,

consumer queries & mailbox management.

I also support the growth and development with my people through coaching & development.

If you have any questions or need support, please contact Customer Support Centre on 0113 513 4986

and a member of the team will be happy to help.

Hi, I’m Mandy Taylor and I am one of the Team Leaders for IB & OB Sales and Service in

CMBC Customer Support Centre Leeds

I have a team of 13 TAM’s – Gemma Gilmore, Joanne Marshall, Melanie Bilyj,

Keely Hampton, Jaqui Beasley, James Boosey,

Kia Cunningham (MAT) Daisy Walker, Abbie McLean, Kate Moxon, Sarah Lowrey,

Amanda Rowe, Debbie Turner

My team handles all types of customer calls. Inbound and outbound, sales and service, providing the

customer with a great service and experience.

My team manage IB/OB customers for multiple channels of choice - FoT, NOT, Digital/Carlshop,

consumer queries & mailbox management.

I also support the growth and development with my people through coaching & development.

If you have any questions or need support, please contact Customer Support Centre on 0113 513 4986

and a member of the team will be happy to help.

Hi, I’m Kate Hawkins and I am the Operations Controller for COSA Team CMBC

Customer Support Centre Leeds

I have a team of 8 TAM’s – Liz Jackson, Michelle Wilson, Lisa Cahill, Keelie

Webster, Laura Hall, Rosie Wilks, Robin Smith, & Sarah Carrol

My team provide the CSC and the wider business with support for a variety of reports and functions.

All back-office administration

Customer Call management

CSC resourcing & CSC holidays

New Business

POS & Free Gifts

TT recon

Closed Accounts & Lost lines

JDW & Empties

I also support the growth and development with my people through coaching & development.

If you have any questions or need support, please contact Customer Support Centre on 0113 513 4986

and a member of the team will be happy to help.

Hi, I’m Ian Hill, I am the Team Leader temporarily managing the Academy

CMBC Customer Support Centre Leeds .

I have a team of 2 TAM’s providing Academy support, Johnathan Tunstall

and Robert Walker.

We support our Trainer Melanie Parker, our Team Leaders & TAM’s with all

things Academy, training, systems, process and ways of working new and old

as well as TAM & Team Leader coaching and development.

If you have any questions or need support, please contact Customer Support

Centre on 0113 513 4986 and a member of the team will be happy to help.

Team Inbound -Wolverhampton

Hi, I’m Lynne Leitch I am the inbound service team leader, I have a team of 14 advisors – Danielle Hickman is the Senior Advisor,

Amie Lopez, Mel Bushell, Lyndsey Smyth, Lucy Butler (maternity), Faye Sims, Rachel Gorman, Rachel Ward, Abi Ward, Rebecca

Fletcher, Rebecca Priestley, Helen Bonell, Marie Turner, Tegen Kimbley and Terri Bebbington

We handle all the incoming free trade calls (sales and service) and deal with these accordingly so any orders the outbound team have not been able to reach plus any delivery issues, customer queries etc.

We manage the FTCustomerservice inbox and deal with all the queries, this is for free trade queries

We manage the CSCSuper inbox and enter the orders, this is for free stock / gratuities

We manage the MBCOrders inbox and enter the orders, this is for free trade orders

Team Outbound - Wolverhampton

Hi , I’m Faye Lathe and I look after the Free Trade - Outbound Sales Team

I have 14 advisors in my team and we deal with all Free Trade outbound calls.

Each advisor has a specific area so they have the same customer base each week, which aligns with the same BDM’s so we provide a consistent service for both the customer and BDM.

We make weekly calls for their beer order, building relationships with them, personally and professionally, we take time to ask questions, listen to what they are doing, what they want to achieve and what they need to help them do this, and action where possible.

Alongside taking their normal order we have the On Trader as a sales platform to use to upsell, we can talk about new products and POS that can help them to promote brands, we also work direct with 3rd party suppliers and have an additional weekly flyer with offers and POS kits.

We have built some great relationships with both the licensees and BDM’s creating a good working team.

In my team I have

Val Boswell – Senior Advisor, Carole Ann Kendrick, Heidi Bradley, Kerry Taylor, Helen Meller, Lex Baugh, Laura Davis, Maria Lacey, Liz Lavill, Tom Silcock, Dan Checkley, Natasha Sangha (on maternity), Lorna Morgan, Sophie Alexander (on maternity), Helen Asprey (maternity cover)

Cellar Services – Wolverhampton- Carl Elwell

The Cellar Services team is a team of 10, they are :- Brad Smith, Dani Chambers, Simon Turner*, Alex Hankin, Jason Bate, Sam Harpin, Charlotte Barker, Paul Lloyd, Tony Smith and Senior Advisor Holly Stanton.

In Cellar Services we deal with all issues from the barrel to the glass. We work alongside the Beer Quality Technicians and any problems an account may have regarding beer quality or breakdown of equipment we would arrange to get a technician out

at the earliest opportunity.

We also arrange any installation work for the legacy Marston's accounts, whether that be a simple brand swap or a complete re-fit. Following receipt of a Jobcard (RFW) we then arrange with the relevant service provider.

If you need any help with cellar related issues, please contact the Cellars Team on 01902 329775 opt. 1 and a member of the team will be happy to help.

*There are two Simon Turner's in the global address book, this one is Simon Turner 2

Customer Support – WolverhamptonHi, I am Claire Tweed and I look after the Customer Support Team.

I have 5 advisors in my team and we provide admin support to Free Trade, Off Trade, Export and Marketing. The team are Laura Bird, Laura Cross, Laura O’Grady, Hannah Phillips and Nicola Mason.

To ensure consistency in the support we provide the team look after the same regions and account managers across all tasks, however all advisors are all cross trained.

The tasks they do include

•Loading discounts

•Calculating and raising credit notes for backdated discounts.

•Processing retro/rebate payments.

•Ordering stationery and business cards.

•Raising purchase orders and paying any ad hoc contractual payments for customers.

•POS Orders/Bespoke POS Orders

•Copy invoices, credit notes, customer statements

In addition to the above the team will help with any general admin requirements and also attend regular regional meetings to keep relationships strong and offer further assistance where needed.

Telemarketing Free Trade New Business Support- Wolverhampton

Hi, I am Jo Attwood and I look after the Telemarketing team at Wolverhampton.

1 TAM – Richard Newell who will support Free Trade BDMS with the following :

• Telemarketing New Business Support• Cold calling to generate appointments and new leads for your regions• Targeted New Business drives & prospect cleansing

• I have 3 other team members currently that focus on Leased and Tenanted Telemarketing.

• (Adam Crutchley, Paige Davis & Paddy Mahal)

• For any further information please don’t hesitate to contact me directly on Mobile number + 44 (0) 7989 990 880 (0) 1902 329 723