Customer Service Team Leader

As a Guest Relations Team Leader, working in our beautiful Burton on Trent office on a 12-month Fixed Term Contract. You will be responsible for managing a team of advisors who are the first point of contact for our pub and restaurant customers, delivering a first-class service, and managing large amounts of telephone calls, emails and enquiries through social media.  Working closely with the rest of the Senior team, you have the potential to influence how our customers see Greene King.

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.  

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could be eligible to £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

Your Role as A Guest Relations Team Leader 

• Planning resource to ensure all necessary tasks are effectively completed in a timely manner with the resources currently available. To include authorisation of holiday requests and proactively managing attendance.
• Proactively manage the team rota and shifts to ensure suitable cover at all times
• Effectively manage the team to achieve the relevant Team & Individual performance and behavioural objectives
• Conduct regular coaching sessions, check-ins with team members & performance reviews in line with company set timescales.
• Leads, inspire, motivate, and develop the team members to achieve departmental objectives and personal development goals. Leading by example and the effective handling of change and improving processes.
• Demonstrate an understanding of what is happening in the industry and the wider business and communicate any possible impact within the team.
• Demonstrate a proactive approach to personal development and taking ownership of working on any development areas/skills gaps.

What you'll bring......

• A passion for delivering excellent customer service
• Previous working knowledge of managing processes and employees
• Experience of delivering to demanding service levels
• Proven competence in leading & developing people performance & capability
• Experienced in all basic IT applications, Outlook, Word, Excel, PowerPoint

#LI-AP1