Job purpose

To provide an exceptional customer experience for all Diageo customers and stakeholders by becoming a ‘product and technical expert’. To be primarily responsible for making outbound sales/marketing calls to customers to promote Diageo products & services in the on-trade market and record the information gained on the call.

You will also provide tactical support across all elements of the Diageo Quality Contact centre. This will include the primary role of outbound sales/marketing calls, along with ad-hoc support for the Inbound Guinness quality calls and Administrative support as needed. You will be required to learn, understand and competently handle all campaign contact types on a day to day basis as directed by the Team Manager to ensure that all key client SLA’s/ KPI’s are met.

Key responsibilities and accountabilities.

• To have a comprehensive understanding of the client activity & all product information.
• To be able to handle all contacts to a high standard including inbound/outbound customer calls and emails as well as client stakeholder communications.
• Accountable for supporting Diageo’s field sales teams through completion of outbound activities. These can vary from basic validation calls, promotional drives to detailed product sales calls.
• Providing support to outlets in regions not covered by Diageo sales teams, through ordering POS and registering users on Diageo’s online platform MyDiageo.
• Administrative support with new installations, asset validations, certifications etc. as required.
• Establish close working relationships with the Diageo field-based Quality Engineer team

Knowledge and Experience Required

• Educated to GCSE/O’Level standard including Maths and English
• Confident telephone manner, including good communication and listening skills
• Computer literate
• Accurate in data capturing
• Exceptional grammar and letter writing skills with high attention to detail

‘Focuses’ – Customer Focus

• Keeps clients informed of progress and problems and proactively manages expectations
• Provides a friendly and positive service and deals with customers in a confident and professional manner
• Responds quickly to client needs and feedback (both internal and external clients)
• Seeks to improve products, services or processes for clients

Delivers Results

• Conducts outbound/Inbound calls as defined by client/campaign requirements, utilising training and campaign knowledge
• Contributes to team target/SLA even when the personal target has been achieved
• Meets all quality compliance standards
• Meets personal targets in line with campaign/ client requirements
• Plans and prioritises to complete all work to agreed timescales and in line with campaign targets and SLA’s.

Other Information

• Role Type – Permanent/Full Time
• Working Days – Monday – Friday & Rotational Saturdays, Sundays & BH’s (with a lieu day given for working weekends or BH’s)
• Working Hours – 7.5-hour shift to be worked between 8 am & 6 pm (Monday to Friday) – Rota’d Saturdays – 9 am – 5 pm & Sundays – 9 am – 3 pm
• Salary & any benefits – £19k starting salary rising to £19.5k after passing Guinness Accreditation (Diageo training programme). Also enrolled in Company Bonus scheme.
• Start Date – 30^th March 2020

The recruitment processes and people involved in them will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.