At a Glance
- Tasks: Lead service performance and ensure smooth tech delivery across EMEA.
- Company: Join the vibrant team at Starbucks, where your voice matters.
- Benefits: Enjoy 25 days holiday, flexible benefits, and free coffee weekly!
- Other info: Be part of an inclusive culture with great career growth opportunities.
- Why this job: Make a real impact on customer experiences in a dynamic environment.
- Qualifications: Experience in service management and strong analytical skills required.
The predicted salary is between 57704 - 70528 £ per year.
We’re looking for a service performance lead to join our team here at Starbucks.
A place where you’re valued, challenged, and inspired.
Where your voice is brewed into everything we do.
At Starbucks, we’re all about you.
As part of this role, you’ll be responsible for ensuring the reliable and effective delivery of technology services across EMEA.
You will drive service performance across internal teams and external vendors, ensuring services meet the needs of baristas and customers.
You will focus on service stability, incident management, and continuous improvement, while supporting the transition of new and enhanced services into operations.
You will play a key role in analysing service performance data, identifying trends, and driving improvements that enhance the service desk experience and overall technology performance.
We’ll look to you to bring your strong experience in service management disciplines (incident, problem, change and vendor management), ideally within a retail or hospitality environment.
You’ll be able to apply your ITIL knowledge and best practice approaches to improve service delivery, whilst demonstrating strong analytical and problem‑solving capability, using data to diagnose and resolve issues.
You’ll have the ability to effectively manage major incidents and coordinating cross‑functional recovery efforts and build strong stakeholder relationships through clear, concise communication and delivery focus.
The best part about this role is that no two days are ever the same! Working as our service performance lead, you’ll get involved in:
- Owning end-to-end service performance across retail and digital technology platforms, driving measurable improvements
- Leading incident, problem and change management to maintain service stability and minimise disruption
- Monitoring service performance metrics (e. g. availability, MTTR, trends) and translating insight into action
- Managing vendor performance against SLAs, KPIs and continuous improvement commitments
- Ensuring smooth service transition and operational readiness for new or enhanced services
- Collaborating across technical teams, markets, suppliers and stakeholders to deliver aligned solutions
- Communicating clearly and confidently, particularly during incidents and high‑pressure situations
- Championing a customer and partner‑first mindset, enhancing in‑store and digital experiences
- Driving a culture of continuous improvement through proactive problem‑solving and innovation
Please note for this role we’re looking for someone who is able to participate on an on‑call rota and be available for 1 week per 4 weeks on a rota basis, as well as being able to support and adjust for any critical events across the business.
- In return, we’ll offer you a competitive salary and benefits that include:
- 25 days holiday a year (plus Bank Holidays)
- Flexible benefits - in addition to the benefits listed here we’ll also provide you with an additional 4% to allow you to select the benefits that suit you
- Life assurance and private medical insurance for yourself
- Comprehensive training (including coffee knowledge!) and access to Starbucks Global Academy (our online learning platform to help continuously develop yourself)
- Free bag of coffee each week and a 30% partner discounts on food, beverages, and merchandise
- Discounts with local and national retailers (cell phones, gym memberships, entertainment tickets, hotels, etc.) through Perks at Work platform
- Subscription to Headspace
- Home Sweet Loan (Interest-free loans that can be paid back over 12 months to help pay your rental deposit)
- Bean stock options for all partners (own part of Starbucks!)
- A free 24/7 Employee Assistance Programme available to you and your family
So, if you’re looking for a new opportunity, with us you’ll be welcomed, you’ll be challenged, you’ll be inspired.
Here you’ll be heard.
Because here, you’re a part of it all.
Here you belong.
Starbucks is committed to building an inclusive and diverse workforce.
All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.
Know someone who would be a perfect fit? Share this opportunity with them! At Starbucks, there’s always room for one more
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service performance lead in London employer: Starbucks Coffee Company
Starbucks Coffee Company is an exceptional employer, offering a dynamic work culture in the heart of London that fosters innovation and collaboration. As a Global Principal Engineer, you will have access to extensive employee growth opportunities, including professional development and mentorship, while contributing to impactful projects that shape the future of technology in the coffee industry. With a commitment to diversity and inclusion, Starbucks provides a supportive environment where your ideas are valued and your career can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land service performance lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Starbucks Coffee Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Starbucks Coffee Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace service performance lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Starbucks Coffee Company:Your cover letter is your chance to shine! Tell us why you want to work at Starbucks Coffee Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Starbucks Coffee Company!
How to prepare for a job interview at Starbucks Coffee Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
