Customer Care Manager

Customer Care Manager Function: On Trade (Customer Care) Location: Edinburgh (St Andrew Sq) – a mix of office & home working Contract: Permanent Salary: £57,000 – £67,000 base depending on experience + performance bonus + 15% of base salary as a benefits allowance + full benefits listed below. Closing date: 12th December 2025 (please note that we may close vacancies early when we receive significant numbers of applications). As the nation’s leading pub, cider and beer company and the name behind a host of brilliant brands, we’re looking for equally brilliant people to help us on our journey to building a better future. We’re looking for someone who’s ready to lead, inspire and transform. If you’re ready to shape the future of our Customer Care operations, apply for our Customer Care Manager role today. About the role Reporting to the Head of On Trade Operations, you’ll manage the day-to-day running of our Customer Care contact centre. You’ll lead first-line management teams and advisors, ensuring service, customer experience and productivity KPIs are consistently achieved. As the Customer Care Manager, you’ll act as a trusted leader, guiding the team to deliver operational excellence while embedding a customer-first culture. Your focus will be on operational excellence, continuous improvement, governance, and the development of your teams. You’ll work closely with peers across our On Trade Operations to implement business strategy, simplify processes, and deliver a digital-first approach that supports our customers’ preferred channels. You’ll also manage and motivate your team of Customer Care Team Managers and be supported by the Customer Care Trainer to set priorities, monitor performance and coach teams to ensure we exceed customer expectations while achieving financial and operational objectives. As a people manager, your role is to motivate, support, develop and guide your team, keeping them focused on the key levers that drive a winning culture. Other key accountabilities include: Oversee the smooth day-to-day operation of Customer Care, managing demand and supply across all channels. Build a "great place to work" culture, inspiring engagement and recognition, aiming to make our contact centre industry-leading. Drive the people agenda through coaching, mentoring and career development, including onboarding, PDPs and succession planning. Inspire and lead teams to deliver operational metrics, including CSAT, service levels, demand and supply targets. Translate business strategy into actionable delivery plans, using MI to improve efficiency, productivity and customer experience. Develop and implement clear communication and engagement models across teams to ensure alignment on performance and priorities. Support On Trade and Star Pubs senior management by delivering key operational strategies. Lead the evolution of Customer Care through digital and omni-channel advancements, ensuring high customer satisfaction and operational efficiency. Who we’re looking for We’re looking for a confident, operationally-focused leader with experience managing contact centre teams. You’ll have the ability to balance operational delivery with people development, coaching and motivating managers to achieve the best outcomes for both colleagues and customers. Experience in customer service management, performance metrics, reporting, budgeting and financial analysis is essential. Strong communication, organisational and problem-solving skills are required, with the ability to influence and inspire colleagues at all levels. Key strengths include building relationships, creating a customer-centric culture, managing teams through change, and driving continuous improvement with a digital-first mindset. You’ll also bring: Proven experience managing a customer care or contact centre operation Knowledge of omni-channel customer service tools (live chat, SMS, ASM) Strong analytical ability to turn data into actionable insights Inspirational leadership with excellent people engagement skills Experience in financial analysis, reporting and operational planning Our Benefits Discretionary Annual bonus Benefits Allowance (15% of base salary) paid as cash Company funded Private Medical Healthcare Double matched pension (up to 10%) 35 days holiday A monthly allowance case of our delicious ciders and beers (low and no alcohol options available) Comprehensive Opportunities to develop. You’ll also get the opportunity to get involved with one of our colleague networks where groups of colleagues from all over the business work together to ensure we’re always working towards being a diverse and inclusive company. Our ways of working Heineken’s Global Purpose is to "brew the Joy of True Togetherness to inspire a better world" and to fulfil this we believe in working closely with each other and collaborating face‑to‑face when we can. To enable this, we ask colleagues to be in the office on Tuesdays and Thursdays and one other day of the colleague’s choice. The application If you like what you’ve read and are ready to brew a better career with us, let’s get going We may close vacancies early where we receive lots of applications, so don’t delay If you need any adjustments made to support your application, for example if you require information in different formats, or if you have any accessibility issues, then we’re more than happy to review our processes – please feel free to get in touch with us at recruitment@heineken.co.uk. Who we are We’re the world’s most international brewer and the name behind a host of brilliant beers and ciders, from Birra Moretti, to Strongbow, to Cruzcampo and many more. It’s a fantastic time to join us. We’re leading the way in low and no alcohol innovation, pioneering new technologies to meet our ambitious environmental goals and investing in our pubs to keep them at the centre of their communities. When you join us, we’ll back you to reach your full potential. You’ll enjoy unique development opportunities, unforgettable experiences and a reward package that goes far beyond the salary you receive. If you want to hear more about life at HEINEKEN from our colleagues, head over to LinkedIn and check out the hashtag #LifeatHEINEKENUK. There’s no better place to untap your future. Join us and brew a better career. #J-18808-Ljbffr