At a Glance
- Tasks: Lead and develop a dynamic customer service operations team to deliver top-notch support.
- Company: Join Carlsberg Britvic, the UK's largest multi-beverage supplier with iconic brands.
- Benefits: Enjoy competitive salary, private medical options, generous holidays, and a company bonus scheme.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Make a real impact by enhancing customer experiences in a vibrant, supportive environment.
- Qualifications: Experience in customer service leadership and strong data analysis skills required.
The predicted salary is between 30000 - 40000 £ per year.
Location: Wolverhampton, WC1. From January 2027, the location will be WV10.
Job Length: 12 Month FTC Full Time.
Competitive Salary with extensive benefits:
- Monthly product allowance (alcoholic & non-alcoholic options available)
- Private Medical options
- Life Assurance
- Company bonus scheme
- Access to 24/7 GP services
- Enhanced pension contribution
- Generous holiday (including bank holidays)
- Access to a range of high street discounts
Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers and soft drinks.
About the role:
We are now recruiting for Operations & Insights Team Leader to ensure the customer service centre operates efficiently and delivers high-quality customer service. The role will work closely with the Team Leaders and help meet service levels, quality standards and our business goals.
Role Responsibilities:
- Lead, coach and develop the Operations & Insights team, ensuring high-quality support across Customer Service.
- Manage workforce planning, scheduling and resources to deliver service levels and operational efficiency.
- Oversee day-to-day operations, resolving challenges quickly to maintain a positive customer experience.
- Analyse performance data, KPIs and trends to provide actionable insights and promote continuous improvement.
- Partner with Team Leaders to identify performance gaps and implement solutions that enhance service, quality and productivity.
- Ensure operational processes, policies and quality standards are clearly communicated and consistently followed.
- Build an effective culture, connecting individual and team objectives to wider business and customer goals.
- Use data-led insights to improve processes, systems, resource planning and overall operational effectiveness.
- Collaborate with key stakeholders to support operational planning, change initiatives and business improvement projects.
- Build an engaged, accountable and customer-focused team focused on delivering high-quality service.
Experience and Key Attributes:
- Advanced systems skills, including SAP CRM, POE, Power BI, Mitel, and Excel.
- Process-focused and data-driven, with the ability to identify trends and insights.
- Experience in workload planning and resource management within a busy environment.
- Solid organisational and prioritisation skills, balancing multiple demands while maintaining service levels.
- Effective team leadership skills, with the ability to motivate, develop, and improve performance.
- Continuous improvement mindset, focused on enhancing processes, efficiency, and customer experience.
- Effective communication skills, able to present data and insights clearly to stakeholders.
- Results-driven, with priorities centred on process excellence and a positive customer experience.
- Previous customer service and people leadership experience.
Our commitment to diversity, equity & inclusion:
We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.
We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.
Application Process:
We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible. We look forward to receiving your application.
Customer Service Operations Team Leader in Wolverhampton employer: Carlsberg Britvic
At our Northampton Brewery, we pride ourselves on being an exceptional employer that values the well-being and growth of our employees. With a competitive salary and extensive benefits including a monthly product allowance, life assurance, and enhanced pension contributions, we foster a supportive work culture that encourages collaboration and continuous improvement. Our commitment to diversity and inclusion ensures that every team member feels valued, while ample opportunities for professional development make this a rewarding place to build your career as a Multi Skilled Engineer.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Operations Team Leader in Wolverhampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carlsberg Britvic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carlsberg Britvic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Operations Team Leader in Wolverhampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carlsberg Britvic:Your cover letter is your chance to shine! Tell us why you want to work at Carlsberg Britvic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carlsberg Britvic!
How to prepare for a job interview at Carlsberg Britvic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
