At a Glance
- Tasks: Lead and develop a dynamic team to enhance customer service and operational efficiency.
- Company: Join Carlsberg Britvic, the UK's largest multi-beverage supplier with iconic brands.
- Benefits: Enjoy a monthly product allowance, private medical options, and high street discounts.
- Other info: Be part of a diverse and inclusive environment with excellent growth opportunities.
- Why this job: Make a real impact by improving customer experiences and driving team success.
- Qualifications: Experience in customer service leadership and advanced systems skills required.
The predicted salary is between 40000 - 50000 £ per year.
Operations & Insights Team Leader
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.
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 let us know if you require any adjustments during the recruitment process.
We look forward to receiving your application.
This is an exciting time to join our newly formed business – with their incredible individual history’s, 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.
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Operations & Insights Team Leader in Wolverhampton employer: Carlsberg Group
Carlsberg Group is an exceptional employer, offering a dynamic work culture in Hemel Hempstead that prioritises employee development and well-being. With a competitive salary, generous benefits including a monthly product allowance and private medical options, and a commitment to enhancing the colleague experience, this role as a People & Culture Services Team Lead provides a meaningful opportunity to lead and inspire a team in a supportive environment.
