Customer Services Executive

Carlsberg; Tamworth; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Monthly product allowance

Private Medical options

Life Assurance

Company bonus scheme

24/7 GP services

Enhanced pension contribution

Generous holiday

High street discounts

Job summary

Carlsberg Britvic is recruiting a Customer Services Executive based at Mica Point, Tamworth. The role handles inbound and outbound customer enquiries relating to equipment breakdowns, parts orders and complaints, aiming to resolve issues at first contact and deliver a positive customer experience.

You will support service levels, customer satisfaction and cost-effective service delivery, working 8am–8pm across 5 days in 7 with a strong focus on first-line resolution and accurate logging.

Qualifications

• Excellent verbal communication and professional customer interaction.
• Experience in contact centre or tech support preferred but not required.
• Proficient with Microsoft Office and Windows-based apps.
• Able to learn new systems quickly.
• Flexible to work evenings and weekends within 8am–8pm.

Responsibilities

• Handle inbound/outbound service calls and diagnose faults on first contact.
• Guide customers through basic fixes over the phone to reduce outages.
• Log technician visits and capture all relevant case notes.
• Learn dispense systems, chillers, and ice machines knowledge.
• Educate customers on operation, hygiene, maintenance.
• Manage Service and Asset Existence Programme queues on rotation.
• Coordinate with external service providers in Ireland.
• Maintain accurate records and adhere to deadlines.
• Represent Carlsberg Britvic positively inside/outside the company.
• Work across 8am–8pm, 5 days over 7.

Skills

Verbal communication

Customer service experience

Problem solving

Computer literacy

Flexible working

Microsoft Office

Windows-based apps

Tools

Microsoft Office

CRM systems

Job description

Job Title: Customer Services Executive

Location: Mica Point, Tamworth

Job Length: Permanent

Working Hours: 37.5 hrs a week, full time. The operation runs between 8:00am and 8:00pm, so flexibility to work different shifts within these hours, including evenings and weekends, is required.

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 improving first-line resolution and customer satisfaction.
• Guide customers through basic issue diagnosis 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 solid 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:

• Effective verbal communication skills are essential, with the ability to communicate confidently and professionally with customers.
• Previous contact centre, customer service or technical support experience is preferred but not essential.
• Good computer literacy, with proficiency in Microsoft Office and other Windows-based applications and systems.
• A customer-focused approach with good problem-solving skills and the ability to handle queries.
• Comfortable learning new systems and processes in a busy work setting.

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.