Job Title: Customer Services Executive
Location: Mica Point, Tamworth
Job Length: Permanent
Working Hours: 37.5 hrs a week, full time. The operation runs between 8:00am and 8:00pm, so flexibility to work different shifts within these hours, including evenings and weekends, is required.
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
- 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 depot’s 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:
As part of our Customer Service team, you’ll manage inbound and outbound customer enquiries relating to equipment breakdowns, parts orders and complaints. You’ll focus on resolving issues at the first point of contact wherever possible, helping to minimise disruption and deliver a positive customer experience.
You’ll play an important role in achieving service levels, improving customer satisfaction and supporting an efficient, cost-effective service.
Role Responsibilities:
- Manage inbound and outbound service calls, accurately diagnosing equipment faults and improving first-line resolution and customer satisfaction.
- Guide customers through basic issue diagnosis and equipment fixes over the phone where possible, helping to prevent total system failures.
- Accurately log technician visits, ensuring all relevant information is captured in case notes.
- Develop solid knowledge of dispense systems, chillers and ice machines across a range of customer environments.
- Educate customers on equipment operation, basic hygiene and routine maintenance.
- Monitor and manage Service and Asset Existence Programme (AEP) queues on a rotational basis.
- Liaise with external service providers supporting chiller and dispense systems in Ireland.
- Resolve customer enquiries and complaints at the first point of contact wherever possible.
- Complete administration accurately and within agreed timescales, ensuring customer records are kept up to date.
- Adhere to departmental standards, processes and guidelines.
- Work flexibly across operating hours of 8am–8pm, 5 days over 7.
- Represent Carlsberg Britvic and its culture positively, both internally and externally.
Experience and Key Attributes:
- Effective verbal communication skills are essential, with the ability to communicate confidently and professionally with customers.
- Previous contact centre, customer service or technical support experience is preferred but not essential.
- Good computer literacy, with proficiency in Microsoft Office and other Windows-based applications and systems.
- A customer-focused approach with good problem-solving skills and the ability to handle queries.
- Comfortable learning new systems and processes in a busy work setting.
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.
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Customer Services Executive in Tamworth employer: Carlsberg
As a Maintenance Engineer at our Burton brewery, you will join a dynamic team dedicated to reducing downtime and enhancing production processes in a vibrant work environment. We offer competitive salaries, extensive benefits including private medical options and a generous holiday allowance, alongside a strong commitment to employee growth and inclusivity. Our culture fosters collaboration and innovation, making it an excellent place for those seeking meaningful and rewarding employment.
