Are you: · Looking for a customer service role that's out of the ordinary? · Interested in a hybrid, flexible working week, with at least two days' work from home per week? · Interested in joining our growing team of customer service diagnostics specialists who support the leading bars, restaurants, hotels, festivals, stadiums, concerts, events and keep our customers pouring? · Skilled in customer care? Working with customers and driving simplicity while providing solutions? What's on offer: * A competitive salary, DOE, for this full time permanent position. * 23 days annual leave per year plus 8 bank holidays per year =31 days * Benefits including life assurance, BUPA healthcare, discounts from leading brands, welfare scheme, company pension scheme with employer contributions, and highest spec equipment for home/remote working, free parking and social events. * Industry leading training with ongoing support plus a structured career development path * Potential to suggest improvements and see your successes celebrated company wide. * Unlimited free premium hot and soft drinks * A working pattern of Week one: Mon, Tue 08:00-16:00. Wed 08:00-18:00 Thurs and Fri 08:00-16:00 Week two: Mon, Tues, Thurs 10:00-18:00. Fri 10:00-19:00 Sat 09:00-18:00 * A chance to build on your existing expertise and develop new skills. What does the role involve: Supporting our Head of Customer Experience in leading our customer service team, driving excellence in customer support, to deliver a best in class service. You will be responsible for overseeing the Customer Care Team of Customer Service Representatives, driving engagement, leading quality standards, and delivering on KPIs and SLAs ensuring that our customers receive the highest level of service and support. You will be responsible for the end-to-end lifecycle of Customer Care activity, driving business wide awareness of customer issues, oversee escalations and provide timely resolutions. Providing reporting and root cause analysis, you will also coach and guide team members. What are we looking for: Experience in a management or leadership role. Strong analytical and problem-solving skills, with the ability to use data to drive decision-making. Excellent communication and interpersonal skills, with the ability to communicate effectively with all levels of the organisation. Strong leadership and people management skills, with the ability to inspire and motivate a team. Ability to work in a fast-paced, dynamic environment, and manage multiple priorities. Experience of managing customer care activity. Experience leading a similar contact centre or customer service function. This role will ideally suit someone with experience as a customer service or call centre team leader, or customer service manager with a contact centre background. Demonstrable success in driving customer service excellence, with a track record of achieving KPIs and metrics. At Innserve, we are One Big Team.