Job Title: Customer Service Team Leader Sell to Cash
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 build innovative experiences that bring people together to celebrate life.
About the function
This role sits in the Sell to Cash (STC) team and reports to the STC Manager for Ireland. The role is based in Belfast. This role is accountable for maximising the customer experience and ensuring the customer is at the heart of everything we do in the island of Ireland (IOI) market. To be successful in this role, the holder must have core functional skills, an in-depth appreciation of the trading environment across Ireland, in addition to a growth, winning and strategic mind-set.
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About the role
This role is part of a Global E2E Commercial team within Enterprise Operations providing Customer Service in both NI and ROI. Our customer base in the IOI market is c 9,000 customers, NSV £450m and 45% market share. Up to 13 direct Reports.
Demonstrates a deep understanding of what is important to the customer and use this insight to input to our strategy. Operates proactively to beat the competition, Excellent at relationship building and conflict resolution. Good analytical skills, including able to use data to make decisions.
- Lead ambitious execution in a fast-moving world
- Externally focused on the Customer Service strategy and Brilliant Execution
- Inspire and empower - Leads the team by example and holds people in the team to account to provide customer service excellence.
- Process Improvement - Demonstrate an improvement mind-set, analysing and identifying simplification and transformation opportunities Confidential Key Outcomes
- Lead team of Customer Service Executives to deliver brilliant customer service.
- Identify root causes for business-related issues and recommend solutions to improve overall Customer satisfaction, take accountability for handling escalation including tracking incidents to timely closure.
- Work with partners or other Team Leaders/managers to ensure the highest level of service, this will include a daily operational review
- Continue to set the standard to ensure a high-performance culture through ongoing coaching and mentoring of individuals and the team.
- Exceed Customer Service KPIs and drive performance to the highest level, ensure team has clear insights in how to transform performance.
- Able to analyse data, make recommendations and present the insights to partners.
- Communicates targets, operation standard processes and updates, and deadlines to team
- Shape an agile, effective, motivated Customer service team by focusing on building core capabilities in the changing world of Customer Service.
- Take a leadership role in driving the change agendas as the business continues to evolve
- Own roll-out of standardised and simplified WOW to support competitive advantage
- Own the people agenda with regards to decisions on resourcing, roles, support individual's development and progression
- Support with the development of a strong business continuity plan to withstand any crisis.
- Understand the CARM and Audit frameworks, input to the design, ensure processes and behaviours are in place to resolve and report on control weaknesses
What you will bring
- 5 GCSE grade A-C including Maths and English minimum
- 3rd level education is preferred
- At least 3 years in a Customer Service Management or Team leader role in a similar FMCG organisation, or a business services or contact centre environment.
- Experience of decision making and ability to influence cross functionally to senior partners in a customer and commercial facing role is required
- Strong organisation and planning skills and ability to work on own initiative
- Change management: ability to lead change programmes through effective communication and strong leadership capabilities
- Strong passion for developing people and excellent coaching skills: ability to drive outstanding performance for team members through robust and regular performance discussions while recognising performance strengths and coaching on areas for development
- Strong systems capability is required, preferably SAP and Salesforce, Excel and PowerPoint.
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't let 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.