Carlsberg Britvic
Operations & Insights Team Leader
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Title: Operations & Insights Team Leader (Customer Service)
Location: Wolverhampton, WC1 – From January 2027, the location will be WV10
Job Length: 12 Month FTC – Full Time
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 (inc bank holidays)
- 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:
We are now recruiting for Operations & Insights Team Leader to ensure the customer service centre operates efficiently and delivers high-quality customer service. The role will work closely with the Team Leaders and help meet service levels, quality standards and our business goals.
Role Responsibilities:
- Lead, coach and develop the Operations & Insights team, ensuring high-quality support across Customer Service.
- Manage workforce planning, scheduling and resources to deliver service levels and operational efficiency.
- Oversee day-to-day operations, resolving challenges quickly to maintain a positive customer experience.
- Analyse performance data, KPIs and trends to provide actionable insights and promote continuous improvement.
- Partner with Team Leaders to identify performance gaps and implement solutions that enhance service, quality and productivity.
- Ensure operational processes, policies and quality standards are clearly communicated and consistently followed.
- Build an effective culture, connecting individual and team objectives to wider business and customer goals.
- Use data-led insights to improve processes, systems, resource planning and overall operational effectiveness.
- Collaborate with key stakeholders to support operational planning, change initiatives and business improvement projects.
- Build an engaged, accountable and customer-focused team focused on delivering high-quality service.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Experience and Key Attributes:
- Advanced systems skills, including SAP CRM, POE, Power BI, Mitel, and Excel.
- Process-focused and data-driven, with the ability to identify trends and insights.
- Experience in workload planning and resource management within a busy environment.
- Solid organisational and prioritisation skills, balancing multiple demands while maintaining service levels.
- Effective team leadership skills, with the ability to motivate, develop, and improve performance.
- Continuous improvement mindset, focused on enhancing processes, efficiency, and customer experience.
- Effective communication skills, able to present data and insights clearly to stakeholders.
- Results-driven, with priorities centred on process excellence and a positive customer experience.
- Previous customer service and people leadership experience.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
Application Process:
We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible.
We look forward to receiving your application.
This is an exciting time to join our newly formed business – with their incredible individual history’s, innovation of products and some of the UK’s most iconic brands, Carlsberg Britvic strives to deliver the best service to our customers and consumers. We aim to make a difference, bringing together two diverse companies, our global reach enables opportunity, growth and a chance to work with some fantastic people.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills