Customer Service Operations Team Leader in Wolverhampton

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
• Access to a range of high street discounts

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.

This is an exciting time to join our newly formed business - with their incredible individual histories, innovation of products and some of the UK's most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.