Customer Care Manager (Edinburgh, GB)

Unlock Your Leadership Potential: Customer Care Manager Opportunity

This Customer Care Manager role presents a significant opportunity for seasoned professionals looking to make a tangible impact within a leading player in the pub, cider, and beer industry. Based in Edinburgh with a blend of office and home working, this permanent position offers a compelling compensation package and a chance to shape the future of customer experience.

Key Advantages for Aspiring Candidates:

• Strategic Leadership: You'll be instrumental in leading and transforming customer care operations, directly reporting to the Head of On Trade Operations. This is a chance to influence business strategy and drive operational excellence.
• Comprehensive Reward Package: Beyond a competitive salary of £57,000 - £67,000 (dependent on experience), candidates can expect a performance bonus, a generous 15% benefits allowance, company-funded private medical healthcare, a double-matched pension scheme, and a substantial 35 days of holiday. The inclusion of a monthly beer/cider allowance (with low/no alcohol options) is a unique perk.
• Career Development: The company emphasizes a strong focus on people development, offering coaching, mentoring, and robust onboarding and succession planning. This role provides ample opportunity for professional growth and advancement.
• Digital Transformation Focus: Be at the forefront of evolving customer care through digital and omni-channel advancements. This role is ideal for those who thrive in embracing new technologies and a digital-first approach.
• Engaging Culture: The opportunity to contribute to building a "great place to work" culture, aiming for industry-leading contact centre practices, is a significant draw for individuals who value employee engagement and recognition.
• Flexible Working: The hybrid model combining office and home working offers a desirable balance for those seeking flexibility in their work environment.

Considerations for Your Career Path:

• Operational Mastery: A strong track record in managing contact centre operations is essential. Candidates will need to demonstrate expertise in overseeing day-to-day operations, managing demand and supply across channels, and consistently achieving service, customer experience, and productivity KPIs.
• People Management Prowess: The role demands an inspirational leader who can motivate, support, and develop first-line management teams and advisors. Experience in coaching, mentoring, and fostering a winning culture is paramount.
• Data-Driven Decision Making: The ability to translate business strategy into actionable plans, leveraging management information (MI) to drive efficiency, productivity, and customer experience improvements, is crucial. Strong analytical skills are a must.
• Stakeholder Management: You'll need to collaborate effectively with peers across On Trade Operations and support senior management by delivering key operational strategies. Influencing skills will be vital.
• Adaptability and Change Management: Leading the evolution of Customer Care requires adaptability and a proven ability to manage teams through change, particularly with the drive towards digital and omni-channel solutions.

This Customer Care Manager position is more than just a job; it's a career-defining opportunity for a motivated and experienced leader. If you are passionate about delivering exceptional customer experiences, driving operational excellence, and nurturing talent within a dynamic and well-established company, this role offers a fertile ground for your professional journey.