Customer Care Advisor - HEINEKEN

The HEINEKEN Company; City of Edinburgh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading beverage company in Edinburgh is seeking Customer Care Advisors to deliver outstanding service in a dynamic environment. The role involves engaging with customers, ensuring seamless delivery management, and collaborating with various stakeholders. Ideal candidates will possess excellent communication skills, a positive attitude, and prior contact centre experience. This permanent position offers a competitive salary and unique benefits including annual bonuses and diverse work opportunities.

Benefits

Annual bonus

Company-funded Private Medical Healthcare

Double-matched pension (up to 10%)

35 days holiday (holiday trading available)

Retail discounts

Monthly case of cider and beers

Unique learning and development opportunities

Qualifications

• Previous experience in a contact centre is essential.
• Strong written and verbal communication skills are crucial.
• Ability to guide conversations towards positive outcomes under pressure.

Responsibilities

• Deliver outstanding customer service and top-class customer experience.
• Engage directly with customers ensuring seamless service and delivery.
• Collaborate with key stakeholders to provide exceptional service.

Skills

Problem-solving

Communication skills

Customer service experience

Positive attitude

Accountability

Job description

Customer Care Advisors

Function: On Trade

Location: Edinburgh City Centre – (St Andrew’s Square) with a healthy mix of home-working.

Salary: £24,624 base depending on experience, plus full benefits listed below.

Contract: Permanent (Multiple roles available).

Closing date: 7th January 2026. Please note that we may close vacancies early where we receive significant numbers of applications.

As the nation’s leading pub, cider and beer company and the name behind a host of brilliant brands, we’re looking for equally brilliant people to help us on our journey to shaping a better future.

Are you a contract centre professional? Are you ready to make a courageous move? We’ve got several fantastic opportunities available to join the Customer Care Contact Centre as Customer Care Advisors at HEINEKEN, helping us to bring out the best in the great British pub!

About the role

As one of our Customer Care Advisors; you’ll thrive in a fast‑paced, solution‑driven environment, focusing on delivering outstanding customer service and a top‑class customer experience. You’ll engage directly with our customers ensuring seamless end‑to‑end service and delivery management.

This role requires a high level of attention to detail, big‑picture thinking and collaboration with key stakeholders to provide exceptional service. Previous experience in a contact centre is essential.

What can you expect from working in our Customer Care?

One of the great things about Customer Care is being well connected with the wider business. You’ll not only speak with our customers daily, but you’ll also support front‑line sales teams and collaborate with colleagues around the UK!

It’s a great place to work… but don’t just take our word for it! Here’s what one of our colleagues had to say:

"A fast paced and ever‑changing environment, there’re lots of opportunities to develop your skills, meet some amazing people and of course be a part of an exciting company. We work hard to provide the best service for our customers, but we also love nurturing our people and talent. We do work hard but we have a lot of fun along the way!"

Who we’re looking for

We’re looking for self‑starters who learn quickly and enjoy problem‑solving. While we’ll train you on the specifics of the job, having the right behaviours is essential. We’re looking for individuals who are:

• Positive: You bring energy and enthusiasm to your work.
• Collaborative: You work well with others to achieve shared goals.
• Accountable: You take ownership and deliver on commitments.

Strong written and verbal communication skills are crucial as you’ll be working with many internal and external stakeholders. This customer‑focused role requires great listening skills and the ability to guide conversations towards positive outcomes, even under pressure.

What you’ll bring

• Contact centre experience (inbound and outbound)
• Customer service experience
• A positive attitude
• A passion for problem‑solving

If this sounds like you, this could be the perfect role!

We embrace learning and growth, offering plenty of opportunities to develop in this role. You’re also likely to bring experiences that are not listed above – these are welcome, but a core understanding of stakeholder communications is important.

Our ways of working

This role is office based. We currently operate a hybrid working framework, balancing the benefits of office and home working. We work a minimum of 3 days in the office – Tuesday, Wednesday and Thursday – with Monday and Friday being our work‑from‑home days.

Our benefits and rewards

• Annual bonus
• Company‑funded Private Medical Healthcare
• Double‑matched pension (up to 10%)
• 35 days holiday (holiday trading available)
• Retail discounts
• A monthly case of our delicious ciders and beers (low and no alcohol options available)
• Unique learning and development opportunities

…And much more! Check out our Why Join Us page if you’d like more information.

You’ll also get the opportunity to join our colleague networks, in which people from across the business connect to help champion diversity, equity and inclusion, ensuring we’re continuing to give people a voice.

The application

If you like what you’ve read and are ready to brew a better career with us, let’s get going! We may close vacancies early where we receive lots of applications, so don’t delay!

If you need any adjustments made to support your application, for example if you require information in different formats, or if you have any accessibility issues, then we’re more than happy to review our processes – please feel free to get in touch with us at [e-mail].

You might feel that you don’t meet every single requirement for this role, and that’s okay – we all need the opportunity to develop and untap our full potential. If this advert’s piqued your interest, we’d encourage you to submit an application rather than ruling yourself out. You never know – you may be exactly what we’re looking for!

Who we are

We’re the world’s most international brewer and the name behind a host of brilliant beers and ciders, from Birra Moretti, to Strongbow, to Cruzcampo and many more.

It’s a fantastic time to join us. We’re leading the way in low and no alcohol innovation, pioneering new technologies to meet our ambitious environmental goals and investing in our pubs to keep them at the centre of their communities.

When you join us, we’ll back you to reach your full potential. You’ll enjoy unique development opportunities, unforgettable experiences and a reward package that goes far beyond the salary you receive.

To hear more about life at HEINEKEN from our colleagues, head over to LinkedIn and check out the hashtag LifeatHEINEKENUK.

There’s no better place to untap your future. Join us and brew a better career.