<a><img style="width:100%;height:100%" src="https://performancemanager.successfactors.eu/doc/custom/carlsbergg/C23527_Britvic_Header-2b.jpg" alt="Career Portal Photo"></a>Job Title: Operations & Insights Team Leader (Customer Service) Location: Wolverhampton, WC1 – From January 2027, the location will be WV10 Job Length: 12 Month FTC – Full Time Competitive Salary with extensive benefits: <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Monthly product allowance – alcoholic & non-alcoholic options available </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Private Medical options</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Life Assurance </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Company bonus scheme</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Access to 24/7 GP services</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Enhanced pension contribution</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Generous holiday (inc bank holidays)</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Access to a range of high street discounts</li> </ul> Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy. With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depot’s servicing customers up and down the UK. As the Dynamic, Multi-Beverage Powerhouse, we are united by a single, consistent goal: ensuring our people thrive. About the role: We are now recruiting for Operations & Insights Team Leader to ensure the customer service centre operates efficiently and delivers high-quality customer service. The role will work closely with the Team Leaders and help meet service levels, quality standards and our business goals. Role Responsibilities: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Lead, coach and develop the Operations & Insights team, ensuring high-quality support across Customer Service.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Manage workforce planning, scheduling and resources to deliver service levels and operational efficiency.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Oversee day-to-day operations, resolving challenges quickly to maintain a positive customer experience.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Analyse performance data, KPIs and trends to provide actionable insights and promote continuous improvement.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Partner with Team Leaders to identify performance gaps and implement solutions that enhance service, quality and productivity.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Ensure operational processes, policies and quality standards are clearly communicated and consistently followed.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Build an effective culture, connecting individual and team objectives to wider business and customer goals.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Use data-led insights to improve processes, systems, resource planning and overall operational effectiveness.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Collaborate with key stakeholders to support operational planning, change initiatives and business improvement projects.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Build an engaged, accountable and customer-focused team focused on delivering high-quality service.</li> </ul> Experience and Key Attributes: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Advanced systems skills, including SAP CRM, POE, Power BI, Mitel, and Excel.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Process-focused and data-driven, with the ability to identify trends and insights.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Experience in workload planning and resource management within a busy environment.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Solid organisational and prioritisation skills, balancing multiple demands while maintaining service levels.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Effective team leadership skills, with the ability to motivate, develop, and improve performance.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Continuous improvement mindset, focused on enhancing processes, efficiency, and customer experience.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Effective communication skills, able to present data and insights clearly to stakeholders.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Results-driven, with priorities centred on process excellence and a positive customer experience.</li> <li style="margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:0.0px">Previous customer service and people leadership experience.</li> </ul> Our commitment to diversity equity & inclusion We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do. We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process. Application Process: We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible. We look forward to receiving your application.This is an exciting time to join our newly formed business – with their incredible individual history’s, innovation of products and some of the UK’s most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.

Customer Service Operations Team Leader (Wolverhampton, GB) @ Carlsberg Global Business Services A/S

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