Senior Customer Service Manager

2 weeks ago

Belfast, United Kingdom Diageo Full time
About the Role

This is a key leadership position within the Sell to Cash (STC) team, reporting to the STC Manager for Ireland. The successful candidate will be based in Belfast and will be responsible for maximizing customer experience and ensuring the customer is at the heart of everything we do in the island of Ireland (IOI) market.

Key Responsibilities
  • Lead a team of Customer Service Executives to deliver exceptional customer service.
  • Identify root causes for business-related issues and recommend solutions to improve overall customer satisfaction.
  • Work with partners or other Team Leaders/managers to ensure the highest level of service, including daily operational reviews.
  • Continuously set the standard for a high-performance culture through coaching and mentoring of individuals and the team.
  • Exceed customer service KPIs and drive performance to the highest level, ensuring the team has clear insights into how to transform performance.
Requirements
  • 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.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for career growth and development. We are committed to creating a diverse and inclusive work environment and welcome applications from candidates from all backgrounds.

This is a regular full-time position, with a primary location in Belfast. Additional locations may be considered. The job posting start date is not applicable.

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