Team Leader

**Description**:
**Our Client**

**_Diageo _**is a global leader in beverage alcohol, with an outstanding collection of over 200 brands and sales in more than 180 countries. Their portfolio has remarkable breadth across spirits and beer. From centuries-old names to the latest innovations, they are building the very best brands.

**We Care**:Passionate about Customer Support, with a drive to achieve and exceed targets to achieve a high-quality level of consumer service.

**We´re Curious**:Proactive approach to problem-solving and a “can do” attitude.

**We Achieve Together**: Strong teamwork ethic, contributing to personal and team targets/SLA while working on personnel targets.

**What you´ll be doing**
- You will work as part of a collaborative team providing expertise and ensuring the delivery of superior customer service, technical advice, and after-care.
- Your team will be predominately responsible for delivering the client nurture calling program to ensure that Diageo’s products are pouring well for their customers.
- When required, your team will also provide overflow support to other areas of our Diageo Quality Contact team. Effective workload planning with your Team Leader and colleagues will be the key to a successful team.
- You will be responsible for ensuring the delivery of your team’s performance against agreed SLA/KPIs, working closely with your Team Leader colleagues, and Account Managers to drive high performance, quality, and accuracy throughout the team.
- By identifying any skill gaps for individuals within your team, ensure all team members are coached and trained to enable delivery against targets and to ensure they are confident within their roles.
- You will keep your team motivated & morale high in a busy and fast-paced environment, encouraging growth and developing a positive, collaborative, forward-thinking, and flexible culture.
- You will be required to constantly refresh & maintain a high level of knowledge about Diageo’s products, services, and processes, not being afraid to challenge the status quo, with the freedom to make suggestions and contribute ideas that enhance our ways of working
- You will be required to constantly refresh & maintain a high level of knowledge about Diageo’s products, services, and processes, not being afraid to challenge the status quo.
- You will make suggestions to develop efficiency and processes to complement our vision of continual improvement within our operation.

**Requirements**:
**_ What skills & experience you’ll bring to us?_**
- Experience or knowledge of managing omni-channel activities / B2B contact teams
- Experience in using CRM systems and working with multiple processes across various contact channels
- Proven track record of leading, managing, coaching, and developing people
- Experience in technical support or the ‘On-trade’ market is highly desirable
- Educated to GCSE/O’ Level standard including Maths and English

**Benefits**:
**What do we offer?**
- **Contract**: Permanent (**_6month_**_ probation period_**)
- **Full-time**: 37.5 hours/week
- **Working days/Hours**:Monday - Friday 9 am - 5.30 pm (_Rotational on-call weekends to support team_)
- **Salary**: £28,000 per year
- **Hybrid model**: 2 days office/3 days home (**with additional time expected in the office for training and team meetings**)
- **Life Cover** (Communicators/Advisors 1 X Salary)
- **Flexible Benefits Platform** - offering access to a wide range of benefits including employee discounts
- **Annual Eye Test**:

- **Go for it Scheme** - Health and wellbeing scheme providing an annual contribution towards a purchase or activity which contributes to your health & wellbeing
- **Give & Gain Scheme** - 2 days a year to complete voluntary or charity work
- **Training**: Initial 2-week induction training followed by on-the-job training.
- **Start date**: ASAP

**Who we are**

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

**#**wecare**#**wearecurious**#**weachievetogether