Customer Care Team Manager

Customer Care Team Manager
Function: On Trade – Customer Care
Location: Edinburgh (a mix of office and home working)
Salary: £30,900 - £38,500 depending on experience, , plus full benefits listed below.
Contract: 12-month FTC

Hiring Manager: Darlayne Steyn
Closing date: 17th May (please note, we may close vacancies early if we receive lots of applications, so don’t delay!)
Are you looking for your next chapter? We’re looking for people to help us evolve for the future as well as evolving yours! If you’re ready to brew a better career, apply for your new internal secondment opportunity today.
“This is a fantastic opportunity for someone who wants to take the next step in their Heineken career. If you are someone who has a passion for developing their people and ensuring the customer is at the heart of your decisions we would love to hear from you”Darlayne
About the role
Here within our Customer Care team, we play a critical role in ensuring we deliver great customer support for both our internal and external customers. We’re a close knit team who play to our strengths and are aligned to one common goal of providing great customer service.
We believe in getting the best out of our people. A key part of your role will be to inspire and motivate your team through creating a culture of development. Our customers are at the forefront of our decisions. We believe that great customer experience sets us apart from the rest. You will be responsible for delivering a seamless customer contact experience through your people on all interactions.
To deliver our great customer support, we need a highly efficient operation. You will create an environment that drives high performance through effective performance management and development planning in line with business KPIs.
Who we’re looking for:
Great people managers exhibit certain behaviours, we’re looking for colleagues who are empathetic, accountable, organised and, above all, inspiring. You’ll need all these behaviours as you’ll be responsible for the development, guidance and leadership of your team. The ideal candidate would have previous experience of an operational environment where the customer is at the heart of what you do. Previous contact centre experience along with Case Mnagement experience would be preferable but not essential.
Our office sites operate a hybrid model. You’ll spend Tuesdays, Wednesdays and Thursdays in the office and can work from home on Mondays and Fridays, although you’re more than welcome to come and work from the office on those days too.
We embrace learning and growth, and there is plenty of scope to develop in this role. You’re also likely to bring experiences that are not listed above – these are welcome, but a customer-centric approach to the role is a must as our customers are at the heart of everything we do.

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 f2f 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.

Our Benefits
In addition to your base salary, you’ll also receive:

• Annual bonus
• Company funded Private Medical Healthcare
• Double-matched pension contributions (up to 10%)
• 35 days holiday (with the opportunity to buy/sell)
• A monthly case of our delicious ciders and beers!
• Exciting opportunities to develop your career.

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.
The Application
If you like what you’ve read and want to explore this opportunity further, please apply as soon as possible. We may close vacancies early where we receive significant numbers 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 as recruitment@heineken.co.uk.
In all likelihood the ideal candidate for this role won’t meet every single requirement in this advert, in fact, we all need the opportunity to grow and develop in role. We understand some applicants are less likely to apply to jobs unless they feel they meet every single qualification. The team at HEINEKEN would encourage you to submit an application if the advert has piqued your interest rather than ruling yourself out based on any self-limiting beliefs. You never know, you may be exactly what we’re looking for!
Who We Are
We’ve 150 years of brewing history and are proud of this legacy. Yet we’re sure our best days are ahead of us. Every one of our colleagues has a role to play as we dream big, set bold ambitions and push the boundaries. We support colleagues on this journey with development opportunities and unique experiences to help them reach their full potential.
Apply today to discover Your Future, Untapped.