Diageo Team Manager - TM001D

Contact Centre
Thame
Diageo
Fantastic opportunity for a new Team Manager working with top brands such as Guinness, Pimms and Hop House 13 to join our business. Working Monday – Friday 9am-5.30pm with flexibility to work – 8am – 6pm and the occasional weekend as business needs require. Salary up to £30k per annum, plus Company Bonus, plus 26 days holiday a year plus bank holidays, plus pension, plus flexible benefits such as childcare vouchers; opportunity to buy and sell holiday; and private health cover to name a few.

As the Team Manager for the Guinness Quality Contact Centre Team, you will be responsible for leading, motivating, coaching and mentoring our team of Customer Contact Executives. Your key responsibilities will include developing the team to deliver a high level of service to outlets selling Guinness, Hop House 13 and Pimms draught products, efficiently diagnosing and resolving quality and equipment faults via telephone, emails and an innovative new Diageo Quality platform. You will drive outbound activity to support Diageo’s account managers in the free trade, leased and tenanted arena, ensuring the team’s performance meets agreed SLA’s and KPI’s.

We are looking for a strong individual who has the drive to challenge the status quo and continually look for ways to improve team processes to create efficiency and achieve the best service. Ensuring the team has a strong work ethic, encouraging growth and development and the drive high performance through reward and recognition.
You will be responsible for identifying skills gaps for individuals and the team, taking the required action to ensure that everyone has the ability to deliver against targets.

You will work regularly with our Diageo client contacts, building a strong working relationship and ensuring understanding of business priorities to manage your teams workloads.

You would enjoy this role if you have:
• Proven track record of leading, managing and developing people – in the ‘On-Trade’, Inbound B2B or Technical Services (preferable)
• Contact Centre or similar environment experience
• Experience or knowledge of outbound activities
• The ability to effectively motivate and performance manage teams in a fast-paced Contact Centre environment
• Experience of implementing coaching and developmental strategies
• Strong interpersonal skills with the ability to develop effective relationships at a variety of levels
• Have excellent communication, planning and organisation skills
• Experience with CRM systems and working with multiple processes across various contact channels
• Be computer literate at intermediate level with a good knowledge of ‘Office’ applications
• Evidence that you can perform under pressure while maintaining a professional demeanour
• Vibrant and Enigmatic personality with a growth mindset

We offer:
A great package including Salary up to £30,000 per annum; fantastic holiday allowance of 26 days holiday per year plus bank holidays and increasing by 1 day per year up to 31 days; pension; free on-site parking; On-site restaurant; Sports & Social Club; Discounts for local gyms and shops plus other flexible benefits.
If you think you have what it takes to be our next inspirational Team Manager, then please apply today!

CPM is an equal opportunities employer