Customer Services Team Leader

Date: 13-Jan-2023

Location: Tamworth, GB, B77 4DR

Company: Britvic



Customer Services Team Leader – 39 hours a week, (5 shifts a week over 7 days, between 8am - 8pm) (includes weekend)
How would you like to be part of a fantastic team at Britvic Soft Drinks, a world leading company, with a market leading reward package and a hybrid working environment delivering outstanding customer service to different people every day? If so, read on, we may have the job for you! 


Location: Tamworth
Salary: Competitive salary with great benefits 


From Pepsi to Tango, J2O to Robinsons, Britvic's brands have all become truly household names. Key to the success of our brands is a world class customer services team and we are now looking for a Customer Service Executive to effectively manage inbound and outbound customer service calls relating to equipment breakdowns, parts orders and complaints. 

The role of the Contact centre team is to ensure our customers receive the best possible experience when they contact Britvic. 
The Customer Service Team Leader is responsible for working with 2 other Team Leaders to manage a contact centre team to provide the best possible customer service standards whilst meeting or exceeding agreed departmental targets.


On a day to day basis you will manage the execution of the commercial equipment placement processes encompassing customer account creation, equipment lead capture, commercial viability, contract management and equipment order processing to ensure the right equipment is placed in the right outlets to deliver the required ROI. You will manage the team responsible for planning the service, installation and uplift activity for the field based engineers and contractors (where appropriate) ensuring optimisation of resource within a given geographical area. You will also ensure that survey and Install plans are managed by exception in instances where efficiency is likely to be compromised. 
It is critical to be able to work as a member of a 4 strong management team that supports the induction of new staff, provides comprehensive customer service, systems & equipment training as well as driving a strong performance management culture and contributing to make the contact centre a great place to work. 
At Britvic we are stronger together and as such this role offers flexibility in hours of work. Our contact centre is open 12 hours a day, 7 days a week


What we’re looking for in a Customer Services Team Leader: 

  • Excellent verbal communication skills essential
  • Demonstrate previous experience of managing and supporting a team during a busy shift/ working day
  • Ability to identify skill gaps and future opportunities
  • Highly effective influencer with ability to inspire at all levels and across multiple customers
  • Advanced technical understanding of equipment and fault diagnosis would be ideal but not essential


At Britvic, we’re dedicated to creating environments where everyone can belong and bring their whole selves every day. Our wonderfully diverse customer base should be reflected by an equally diverse workforce, full to the brim with all kinds of people – if this sounds like you, then we’d love to hear from you!

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees – in fact, this is at the heart of our company culture and values