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- Tasks: Deliver outstanding customer support and manage queries for our pub operators.
- Company: Join HEINEKEN, the leading name in UK pubs and beer culture.
- Benefits: Enjoy a competitive salary, annual bonus, and 35 days holiday.
- Other info: Dynamic work environment with unique learning opportunities and a focus on diversity.
- Why this job: Be part of a team that supports local businesses and communities.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 24628 - 24628 ÂŁ per year.
Function: Star Pubs
Location: Edinburgh (St Andrew’s Square)
Salary: ÂŁ24,628 base, depending on experience, plus full benefits listed below.
Contract: 12 month fixed term contract
Latest Closing date: 4th February 2026 - Please note, that we may close vacancies early when we receive significant numbers of applications, so don’t delay!
Did you know that HEINEKEN own 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 and the name behind a host of brilliant brands, we’re looking for equally brilliant people to help us on our journey to building a better future.
Part of building a better future is supporting our lessees, ensuring they have the right tools to build their businesses and play an important part in their thriving communities. This would be impossible without gold-star colleagues who care about people, account management and everything we stand for.
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 you 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.
So what will you be doing? Here’s some of the 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!
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 f2f when we can. To enable this, we ask colleagues to be in the office Tuesdays and Thursdays and one other day of colleague’s choice.
Our benefits and rewards:
- Annual bonus
- Company-funded Private Medical Healthcare
- Double-matched pension (up to 10%)
- 35 days holiday (holiday trading available)
- Retail discounts
- A monthly case of our delicious ciders and beers (low and no alcohol options available)
- Unique learning and development opportunities
- …And much more!
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 - Star Pubs employer: Heineken
Contact Detail:
Heineken Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive - Star Pubs
✨Tip Number 1
Get to know the company! Research HEINEKEN and Star Pubs, and understand their values and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you can confidently articulate your thoughts. Role-play with a friend or family member to get comfortable with common customer service scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. Don’t wait too long, though – we might close applications early if we get loads of interest!
We think you need these skills to ace Customer Support Executive - Star Pubs
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about delivering a great experience and are excited about the role.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience. Focus on your customer service skills and any admin tasks you've handled before. We love seeing how your background fits with what we do!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your strengths.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Heineken
✨Know Your Stuff
Before the interview, make sure you understand what Star Pubs is all about. Familiarise yourself with their values, mission, and the role of a Just Add Talent Executive. This will help you connect your experience to what they’re looking for.
✨Showcase Your Customer Service Skills
Since this role is all about delivering outstanding customer experience, be ready to share specific examples from your past roles where you’ve excelled in customer service. Highlight how you resolved issues and built relationships with clients.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss situations where you had to think on your feet or manage multiple tasks at once. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you can handle challenges effectively.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the training process, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.