Customer Service Operations Specialist

2 weeks ago


London, Greater London, United Kingdom Budweiser Brewing Group UK&I Full time
PerfectDraft Customer Service Team

We are seeking an exceptional CUSTOMER SERVICE OPERATIONS SPECIALIST to join our PerfectDraft team in London.

About Us:

Budweiser Brewing Group UK&I is a leading global brewer committed to bringing people together for a better world. We value diversity and equality, and we encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Job Summary:

The CUSTOMER SERVICE OPERATIONS SPECIALIST will work closely with our customer service supplier to ensure seamless customer experiences. This role requires excellent stakeholder management, data analysis, and problem-solving skills, as well as ownership and understanding of customer needs.

Key Responsibilities:

  • Manage day-to-day relationships with customer service suppliers to deliver agreed KPIs and SLAs.
  • Provide contact forecasts to the customer service partner, split by tickets and chat based on previous contact trends.
  • Analyse customer pain points and develop improvement plans with cross-functional teams and logistics partners.
  • Negotiate contracts and ensure the correct number of FTEs are in place at any time.
  • Gather feedback from customers through various channels and leverage insights to drive continuous improvement.

Requirements:

  • Experience in performance managing and KPI delivery and improvement.
  • Excellent communication skills, both written and verbal, with experience delivering constructive feedback.
  • Strong data-analytics skills with the ability to understand, manipulate, and interpret data from various sources.
  • Clear leadership and ownership qualities, comfortable managing multiple stakeholders and reporting to senior management.
  • Highly organised individual with problem-solving skills and a 'can-do' attitude.

What You Can Expect:

In this role, you'll have the potential to transform our business and your career. You'll get the support and mentorship you need to succeed in a meritocracy with room for growth and development.

Estimated Salary: £40,000 - £60,000 per annum, depending on experience.



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