Job Title: Customer Experience Senior
Location: Belfast
Contract terms: Permanent
About us
Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.
About Function
Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.
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About the role
The IOI Customer Service Centre is a Centre Of Excellence within Diageo and ensures our customers receive a high level of customer satisfaction. The Customer Services team, based in NI provide an inbound and outbound customer service to all Diageo Ireland Customers.
The role of a Customer Services Executive supports the On-Trade, Take Home Trade & Route To Market total beverage alcohol proposition and Consumer Care in GB and Ireland.
- To ensure every onboarding experience is a smooth and simple process, promotes excellent customer service and contributes significantly to ensuring Diageo maintains its position as supplier of choice.
- To build brilliant customer relationships that maximise the value created in every interaction.
- To build great business partnerships with Commercial and Data Teams.
- Analyses possible solutions based on knowledge and experience of procedures, best practices and the business context.
- Understands key business drivers and the external market.
- Applies judgement and is accountable for own work. May provide guidance to new team members or lead workstreams of projects as applicable.
- May require a need to collaborate and communicate complex or sensitive information and build consensus with others.
- Understands how the team relates to other closely related teams, and will set priorities to ensure task completion and coordinate work with other supervisors.
- Uses judgement to identify and resolve day-to-day problems with decisions guided by policies, procedures and local business plans
- Understand the CARM framework, ensure processes and behaviours are adhered to, resolve and report on control weaknesses when they arise
- Help shape an agile, effective, motivated team by focusing on process capability and "on the job" training, coaching and mentoring
- Responsible for producing monthly KPI reporting and inputs to business,
- Act as the escalation point for your team, to support manager, as required
- Other key deliverables as required by the business within Customer service when required
- A Subject matter expert able to lead Onboarding Executives and other specialists, by example. Demonstrates a customer centric approach to all aspects of their work, seeking to delight customers and consumers.
- Holding yourself and other team members to account to execute exceptional customer service
- Adaptable with a clear focus on service improvement opportunities, brings ideas to life.
What you will bring
• 5 GCSE / O Levels (inc. Maths & English, A-C) or equivalent qualification
• At least 12 months Customer Service Experience in a busy customer service role.
• Experience is the KYC requirements and AML processes.
• Excellent spoken and written English
• Some experience of Microsoft Office suite would be advantageous
• Knowledge of SAP and SalesForce/CRM tools is a significant advantage
Flexibility
This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don'tlet anything stop you from applying.
Diversity statement
Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.
We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.