Customer Services Executive

Job Title: Customer Services Executive

Location: Mica Point, Tamworth

Job Length: Permanent 

Working Hours: Full time, operating hours of 8am–8pm, 5 days over 7 

Competitive Salary with extensive benefits:

Monthly product allowance – alcoholic & non-alcoholic options available
Private Medical options
Life Assurance
Company bonus scheme
Access to 24/7 GP services
Enhanced pension contribution
Generous holiday
Access to a range of high street discounts

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy.

With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depot’s servicing customers up and down the UK. As the Dynamic, Multi-Beverage Powerhouse, we are united by a single, consistent goal: ensuring our people thrive.

About the role:

As part of our Customer Service team, you’ll manage inbound and outbound customer enquiries relating to equipment breakdowns, parts orders and complaints. You’ll focus on resolving issues at the first point of contact wherever possible, helping to minimise disruption and deliver a positive customer experience.

You’ll play an important role in achieving service levels, improving customer satisfaction and supporting an efficient, cost-effective service.

Role Responsibilities:

Manage inbound and outbound service calls, accurately diagnosing equipment faults and maximising first-line resolution and customer satisfaction.
Guide customers through basic troubleshooting and equipment fixes over the phone where possible, helping to prevent total system failures.
Accurately log technician visits, ensuring all relevant information is captured in case notes.
Develop strong knowledge of dispense systems, chillers and ice machines across a range of customer environments.
Educate customers on equipment operation, basic hygiene and routine maintenance.
Monitor and manage Service and Asset Existence Programme (AEP) queues on a rotational basis.
Liaise with external service providers supporting chiller and dispense systems in Ireland.
Resolve customer enquiries and complaints at the first point of contact wherever possible.
Complete administration accurately and within agreed timescales, ensuring customer records are kept up to date.
Adhere to departmental standards, processes and guidelines.
Work flexibly across operating hours of 8am–8pm, 5 days over 7.
Represent Carlsberg Britvic and its culture positively, both internally and externally.

Experience and Key Attributes:

Excellent verbal communication skills essential
Contact centre customer service/Technical experience preferred but not essential
Good computer literacy, with confidence using Microsoft Office and other Windows-based applications and systems

Application Process:

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.

We look forward to receiving your application.

Our commitment to diversity equity & inclusion

We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.

We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.