Customer Service Team Leader Sell to Cash

Job Title: Customer Service Team Leader Sell to Cash

Location: Belfast

Contract terms: Permanent

About us

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life. 

About the function

This role sits in the Sell to Cash (STC) team and reports to the STC Manager for Ireland. The role is based in Belfast. This role is accountable for maximising the customer experience and ensuring the customer is at the heart of everything we do in the island of Ireland (IOI) market. To be successful in this role, the holder must have core functional skills, an in-depth appreciation of the trading environment across Ireland, in addition to a growth, winning and strategic mind-set.

About the role

This role is part of a Global E2E Commercial team within Enterprise Operations providing Customer Service in both NI and ROI. Our customer base in the IOI market is c 9,000 customers, NSV £450m and 45% market share. Up to 13 direct Reports.

Demonstrates a deep understanding of what is important to the customer and use this insight to input to our strategy. Operates proactively to beat the competition, Excellent at relationship building and conflict resolution. Good analytical skills, including able to use data to make decisions.

• Lead ambitious execution in a fast-moving world

• Externally focused on the Customer Service strategy and Brilliant Execution

• Inspire and empower - Leads the team by example and holds people in the team to account to provide customer service excellence.

• Process Improvement – Demonstrate an improvement mind-set, analysing and identifying simplification and transformation opportunities Confidential Key Outcomes

• Lead team of Customer Service Executives to deliver brilliant customer service.

• Identify root causes for business-related issues and recommend solutions to improve overall Customer satisfaction, take accountability for handling escalation including tracking incidents to timely closure.

• Work with partners or other Team Leaders/managers to ensure the highest level of service, this will include a daily operational review

• Continue to set the standard to ensure a high-performance culture through ongoing coaching and mentoring of individuals and the team.

• Exceed Customer Service KPIs and drive performance to the highest level, ensure team has clear insights in how to transform performance.

• Able to analyse data, make recommendations and present the insights to partners.