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Quality Contact Team Leader - Diageo at CPM International

Quality Contact Team Leader - Diageo

CPM International Thame, UK Full Time
Required languages: English
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We have a fantastic new job opportunity working for one of the top brewers in the UK.

We are looking for an experienced Quality Team Leader/People Manager to lead, coach, and motivate a team of Contact Executives handling telephone contacts both Outbound & Inbound, email communications, and other digital channels for our client’s portfolio of products & customers.

What will you be doing❓

  • You will work as part of a collaborative team providing expertise and ensuring the delivery of superior customer service, technical advice, and after-care.
  • Your team will be predominately responsible for delivering the client nurture calling program to ensure that Diageo’s products are pouring well for their customers.
  • When required, your team will also provide overflow support to other areas of our Diageo Quality Contact team. Effective workload planning with your Team Leader colleagues will be the key to a successful team.
  • You will be responsible for ensuring the delivery of your team’s performance against agreed SLA/KPIs, working closely with your Team Leader colleagues, and Account Managers to drive high performance, quality, and accuracy throughout the team.
  • By identifying any skill gaps for individuals within your team, ensure all team members are coached and trained to enable delivery against targets and to ensure they are confident within their roles.
  • You will keep your team motivated & morale high in a busy and fast-paced environment, encouraging growth and developing a positive, collaborative, forward-thinking, and flexible culture.
  • You will be required to constantly refresh & maintain a high level of knowledge about Diageo’s products, services, and processes, not being afraid to challenge the status quo, with the freedom to make suggestions and contribute ideas that enhance our ways of working
  • You will be required to constantly refresh & maintain a high level of knowledge about Diageo’s products, services, and processes, not being afraid to challenge the status quo.
  • You will make suggestions to develop efficiency and processes to complement our vision of continual improvement within our operation.


What are we looking for? 👀

  • Experience or knowledge of managing omni-channel activities / B2B contact teams
  • Experience in using CRM systems and working with multiple processes across various contact channels
  • Proven track record of leading, managing, coaching, and developing people
  • Experience in technical support or the ‘On-trade’ market is highly desirable
  • Educated to GCSE/O’ Level standard including Maths and English
  • Computer literate with a good knowledge of Microsoft Office applications


What do we offer? 💡

  • Permanent contract
  • 37.5 hours/week
  • Monday to Friday, 9 am to 5:30 pm
  • Salary: £26,850
  • Hybrid model: 2 days office/3 days home (with additional time expected in the office for training and team meetings)
  • Life Cover (Communicators/Advisors 1 X Salary)
  • Flexible Benefits Platform – offering access to a wide range of benefits including employee discounts
  • Annual Eye Test
  • Employee Assistance Programme – We provide free access to a confidential Employee Assistance Programme that can help you to run your life a little more smoothly. It is easy to access via telephone, online or mobile app and offers practical information and advice covering a range of topics affecting health, family, money matters, and work.
  • Cycle to Work Scheme
  • Go for it Scheme – Health and wellbeing scheme providing an annual contribution towards a purchase or activity which contributes to your health & wellbeing
  • Give & Gain Scheme – 2 days a year to complete voluntary or charity work
  • Long Service Awards
  • Refer A Friend scheme
  • Start date: ASAP

If you want to know more, then we are ready to meet you…….

Who we are

At CPM, we create and deliver insight sales, marketing, and customer experience strategies, wherever and whenever our clients, customers, and shoppers can be influenced.

Today, CPM leads a diverse and inclusive working environment employing over 3000 people, delivering high-end customer experience solutions across 71 markets in over 26 different languages

We’re People People

We understand what makes people tick. We also know that talented people, expertly trained and happy at work, do brilliant work for our clients every day.

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, or marital status.

Recommended Skills

  • Coaching And Mentoring
  • Communication
  • Computer Literacy
  • Customer Service
  • Flexible Working
  • Forward Thinking
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Job ID: A42B71AABB