At a Glance
- Tasks: Lead and develop a dynamic team to enhance customer service operations.
- Company: Join Carlsberg Britvic, the UK's largest multi-beverage supplier with iconic brands.
- Benefits: Enjoy competitive salary, private medical options, generous holidays, and high street discounts.
- Other info: Diverse and inclusive workplace committed to employee growth and development.
- Why this job: Make a real impact by improving customer experiences in a vibrant environment.
- Qualifications: Experience in customer service leadership and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
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 (inc 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 & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright.
For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy.
With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depots servicing customers up and down the UK.
As the Dynamic, Multi‑Beverage Powerhouse, we are united by a single, consistent goal: ensuring our people thrive.
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 let us know if you require any adjustments during the recruitment process.
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Operations & Insights 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.
