Contact Centre Team Manager – AFH – Permanent At Costa Coffee, we are what we craft. We’re reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go – we’ve got you covered. As a result of an internal promotion we have a rare opportunity to join our Technical Services team as the Contact Centre Team Manager. Our amazing Contact Centre Team support the delivery of world class service to our partners and field service teams. We are looking for strong team leader ideally with knowledge and experience of our Costa concessions and machines and has a natural ability to coach and develop the team as well as a continuous improvement mentality to look for efficiencies. Our teams make a difference. Whether that’s working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; together, we stir up success. We may be a global brand, but we haven’t forgotten our roots. That’s where the Costa Foundation and our fantastic community agenda come in. Whatever your role, you can help us change lives in coffee growing communities, and help your local community too. We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day. And as a Technical Services Contact Centre Team Manager, there’s never been a better time to join. So, why Costa? We didn’t become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression and integrity, with some pretty brilliant perks to sweeten the deal: Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP) A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10% The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure 50% discount in all Costa-owned stores, and 25% off in other participating stores Private medical cover thanks to our Private Healthcare scheme And that’s not all. Explore even more of our perkshere: https://costaperks We’re passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players. What you’ll do Being a Technical Services Contact Centre Team Leader is about so much more than bringing our coffee to the world. It’s your chance to stir up real success – which means you’ll be: Working as part of our Away From Home Contact Centre playing a vital part in providing world class experience to our Partners, Customers and our Operational teams. Responsible for leading and developing the UK Contact Centre Team. This will be achieved by continuous improvement across all Contact Centre Teams, to ensure consistent execution of the business strategy with the aim to reduce overall partner reliance on callouts. The close cooperation with the Contact Centre Manager is vital to embed new initiatives and improve operational performance. Lead and develop team performance, create a ‘get it right first time’ mentality, and foster ownership and accountability to meet KPIs/SLAs Identify skills gaps, and support and train Contact Centre Team Members so they can carry out their role effectively Help to assess and provide all team members with the right processes and tools to do their job Be available as the key escalation point where necessary, but also ensure that the relevant lessons are learnt from any escalation and preventative action/training plans put in place Build strong relationships?to foster exceptional collaboration and drive efficiencies between Costa colleagues and departments Who you are It’s your unique ingredients we’re interested in: A passion and proven experience of leading a contact centre team within a fast paced service driven environment (retail, hospitality preferred) Interest and flair for dealing with a technical product or solution supporting field sales teams and customers Exceptional communication skills (written and verbal) Strong computer literacy skills Highly organised and methodical with an engineering biased background would be ideal and we have a range of complex express machines Inquisitive and motivated by problem solving and providing solutions The ability to be flexible?across tasks and time if required Location: This is hybrid role with 3 days a week in Loudwater this can be negotiated depending on travel timings to Loudwater. The Technical Helpline currently operates 5 days a week 07:30-18:00 we are continual-ly reviewing our operating hours to meet the need of the field teams so flexibility will be required within the role. The successful applicant will work shift patterns between 7am and 6pm Monday to Sunday and 1 in 4 weekends. For any reasonable adjustments and general queries, please get in touch with