At a Glance
- Tasks: Deliver outstanding customer support and manage queries for our pub operators.
- Company: Join HEINEKEN, a leading name in the UK pub industry.
- Benefits: Enjoy competitive salary, annual bonus, private healthcare, and 35 days holiday.
- Other info: Hybrid working model with opportunities for career development.
- Why this job: Be part of a team that values learning and growth while making a real impact.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 26000 - 26000 £ per year.
Function: Star Pubs
Location: Edinburgh (St Andrew’s Square)
Salary: £26,000 per annum and above, depending on experience, plus full benefits listed below.
Contract: Permanent
Latest Closing date: Friday 26th June (interviews planned on Tuesday 30th June & Wednesday 1st July).
Did you know that HEINEKEN owns over 2,400 pubs in the UK? HEINEKEN has a long-held belief that pubs are an integral part of British culture and that well-invested pubs, run by skilled operators can prosper and thrive. As the nation’s leading pub, cider and beer company, we’re looking for equally brilliant people to help us on our journey to building a better future.
About the role
As a member of our JAT Support Team, you will be responsible for delivering outstanding customer experience as the first line of support for telephone and email queries from our managed house operators and internal departments. You will ensure that all queries are resolved in a timely manner or re-directed to the appropriate owner of the issue. This involves managing and maintaining multiple systems and being the guardian of a number of processes. You will also be responsible for delivering the Change of Lessee (COL) process for our JAT sites which involves reviewing data inputs, liaising with suppliers and inputting data into our SAP System.
Key accountabilities:
- Ensuring all back-of-house administration is up to date.
- Be an escalation point for our JAT Operators for any supplier relations.
- Processing required payments to local authorities.
- Highlighting opportunities for process improvements.
- Administering the COL process.
Who we’re looking for:
We need a motivated team player with an aptitude for problem solving, effective multi-tasking and excellent communication skills. To be successful in this role you will bring a passion for delivering a great customer experience, high data input accuracy and ability to multi-task. Strong administration skills are a must!
If you:
- Have experience in customer service.
- Are confident speaking to people on the phone.
- Can build meaningful relationships.
- Are comfortable taking action and learning along the way!
This could be the role for you! We embrace learning and growth, and we anticipate there is scope to develop in this role. You’re also likely to bring experiences to this role that are not listed above – as long as you have a thirst for learning and development, not every box needs to be ticked when it comes to skillsets.
Our ways of Working:
Heineken’s Global Purpose is to “brew the Joy of True Togetherness to inspire a better world” and to fulfil this we believe in working closely with each other and collaborating face-to-face when we can. This role is office based, we currently operate a hybrid working framework which allows us to capture the benefits of both working in the office and at home. For full-time roles, we work a minimum of 3 days in the office – Tuesday, Wednesday and Thursday with Monday and Friday being our work-from-home days.
Our benefits and rewards:
- Annual bonus
- Company-funded Private Medical Healthcare
- Double-matched pension (up to 10%)
- 35 days holiday (holiday trading available)
- A monthly case of our delicious ciders and beers (low and no alcohol options available)
- Unique learning and development opportunities
...And much more! Check out our Why Join Us page if you’d like more information. You’ll also get the opportunity to join our colleague networks, in which people from across the business connect to help champion diversity, equity and inclusion, ensuring we’re continuing to give people a voice.
The application:
If you like what you’ve read and are ready to brew a better career with us, let’s get going! We may close vacancies early where we receive lots of applications, so don’t delay! If you need any adjustments made to support your application, for example if you require information in different formats, or if you have any accessibility issues, then we’re more than happy to review our processes – please feel free to get in touch with us at recruitment@heineken.co.uk.
You might feel that you don’t meet every single requirement for this role, and that’s okay – we all need the opportunity to develop and untap our full potential. If this advert’s piqued your interest, we’d encourage you to submit an application rather than ruling yourself out. You never know – you may be exactly what we’re looking for!
Who We Are:
Star Pubs is part of HEINEKEN UK. The vast majority of our 2,400 pubs are leased out to small businesses and entrepreneurs. Around 160 pubs operate on our Just Add Talent model (a managed operator agreement). Our ambition is to bring out the best in the great British pub – by attracting and retaining the best operators, investing to create great pubs at the heart of their communities and providing licensees with market-leading insight and support.
Apply today to discover Your Future, Untapped.
Customer Support Executive employer: Heineken
At HEINEKEN, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Edinburgh. As a Customer Support Executive, you'll enjoy a competitive salary, comprehensive benefits including private healthcare and generous holiday allowances, and unique opportunities for personal and professional growth. Join us in our mission to support local pubs and communities while working in a collaborative environment that values diversity and inclusion.
