Customer Support Executive - Star Pubs

The HEINEKEN Company; City of Edinburgh; Hybrid; GBP 25,000; Full time

Job summary

Join a leading company as a Customer Support Executive in Edinburgh, where you'll enhance customer experience and manage key processes. This role offers a competitive salary and benefits, including a hybrid working model and opportunities for personal development. If you're a motivated team player with a passion for customer service, apply today!

Benefits

Annual bonus

Company-funded Private Medical Healthcare

Double-matched pension (up to 10%)

35 days holiday

Retail discounts

Monthly case of ciders and beers

Learning and development opportunities

Qualifications

• Customer service experience required.
• Confident on the phone.
• Proactive and eager to learn.

Responsibilities

• Handle telephone and email queries from operators.
• Oversee the Change of Lessee process.
• Identify opportunities for process improvements.

Skills

Problem-solving

Effective multitasking

Excellent communication

Job description

Customer Support Executive

Known Internally as a Just Add Talent (JAT) Executive

Function: Star Pubs

Location: Edinburgh (St Andrew’s Square)

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

Contract: 6 month Fixed Term Contract

Latest Closing date: 30th May 2025 - Please note, that we may close vacancies early when we receive significant applications, so don’t delay!

About HEINEKEN and Star Pubs

HEINEKEN owns over 2,400 pubs in the UK. We believe pubs are an integral part of British culture and aim to support our lessees with the right tools to succeed. Join us as a Just Add Talent Executive to help build a better future.

About the role

As a member of our JAT Support Team, you will deliver outstanding customer experience by handling telephone and email queries from managed house operators and internal departments. You will manage multiple systems and processes, ensuring timely resolution or appropriate redirection of queries.

You will also oversee the Change of Lessee (COL) process, including data review, liaising with suppliers, and inputting data into our SAP System.

Key responsibilities

1. Maintain up-to-date back-of-house administration.
2. Serve as an escalation point for JAT Operators regarding supplier relations.
3. Process payments to local authorities.
4. Identify opportunities for process improvements.
5. Administer the COL process.

Candidate profile

We seek a motivated team player with problem-solving skills, effective multitasking, and excellent communication. You should be passionate about delivering great customer service, accurate data entry, and strong administrative skills.

If you:

• Have customer service experience,
• Are confident on the phone,
• Can build meaningful relationships,
• Are proactive and eager to learn,

This role might be perfect for you!

Ways of working

Our hybrid model involves working a minimum of 3 days in the office (Tuesday-Thursday) and 2 days from home, supporting collaboration and flexibility.

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 our ciders and beers (including low and no alcohol options)
• Learning and development opportunities

For more details, visit our Why Join Us page. You can also join our colleague networks promoting diversity, equity, and inclusion.

The application process

If interested, apply early as we may close early if we receive many applications. For support during your application, contact us at [e-mail].

Even if you don’t meet all requirements, we encourage you to apply. You might be exactly who we’re looking for!

Who we are

Star Pubs, part of HEINEKEN UK, leases around 2,400 pubs, with about 160 operating under the JAT model. We aim to create great pubs at the heart of communities by attracting top operators and providing market-leading support.

Apply today to explore Your Future, Untapped.