Customer Operations Senior

Job Title: Customer Operations Senior

Location: Belfast

Contract term: 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. Our purpose - Celebrating life, every day, everywhere - has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.

About the function

This role sits within the Sell to Cash (STC) team, which is part of the E2E Commercial Tower and the team reports to the STC Manager for Ireland. The role is based in Belfast.

About the role

This role is responsible for driving efficiency and effectiveness in all "frontline" Customer Service roles through standardisation and automation of processes, in addition to being responsible for analysis and insights to drive step change in end to end service.

In order to be successful in this role, the holder must have core functional Sales To Cash skills, an in-depth appreciation of the trading environment across Ireland, the ability to digest data and present solutions for the business. The role is pivotal in driving the shift in Customer service for Diageo IOI hence a growth and strategic mind-set is essential

The role operates across THT and OT channels in IOI and is a primary interface with Sales, Quality, logistics, Customer service and Credit and Global STC focused on delivering a holistic Customer experience through joined up ways of working and customer centric tools.

• Own and Champion Customer Service efficiencies to deliver effective, brilliant customer service.

• Play a key role in governance and management of a variety of strategic projects across Sales, Quality, logistics, E2EC to enable optimal customer centric approach

• Support the team leaders by identifying root causes for business related issues, recommend solutions to improve overall satisfaction

• Responsible for co-ordinating STC Ireland BPM reporting and inputs to business, translate data into insights support by commentary on monthly performance

• Work with STC Europe Operations to deep dive on performance to identify targets and detailed action plans, as required, to support transformation of performance

• Support a high-performance culture through ongoing coaching and of individuals and the team.

• Own roll-out of standardised and simplified WOW to support competitive advantage

• Make recommendation for driving costs out of the business based on standardisation and analysis

• Support with the development of a strong business continuity plan to withstand any crisis.

• Understands the CARM and audit framework, understands the design process, reports on and resolves any control weaknesses.

• Other key deliverables as required in the role

What you will bring

• 5 GCSE grade A-C including Maths and English minimum

• 3rd level education is preferred

• At least 2 years in a Senior Customer Service/Credit role or Team Leader role in a similar FMCG organisation, or a business services or contact centre environment.

• Proven ability to consistently deliver high quality results is required

• Strong analytical skills and ability to draw insights and make recommendations is a key requisite.

• Strong systems capability is required, preferably SAP and Salesforce,

• Experience in Excel/PowerPoint is required and working knowledge of Analytics tools is preferred.

• Able to demonstrate decision making and influencing skills in a Customer and Commercial facing environment would be advantageous.

• Project management experience would be an advantage

Flexibility

This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don't let anything stop you from applying.

Diversity statement

Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.]]>