Job Title: Danone UK Careline Team Manager Clients: Danone Salary: £30,000 Location: 8 Harbour Exchange Square, Canary Wharf, London, E14 9HF Hours: 40 hours per week Operational hours: Operational hours: Monday to Friday 8.00am till 8.00pm and Saturday 10am till 5pm Main Purpose of Role As Team Manager for the Danone UK Careline, you are responsible for leading and developing your team to deliver exceptional customer experiences across all Danone UK brands. You will manage the day-to-day performance of your team, ensuring high-quality consumer interactions and adherence to service levels and brand standards. Your responsibilities include scheduling shifts, managing holidays and absences, holding regular 1:1s, and fostering a supportive and high-performing culture. You will oversee the team’s case management within Salesforce Service Cloud, ensuring accurate handling and timely resolution of all consumer contacts. A core part of the role is working closely with the Quality & Training Manager and Complaints Manager to ensure your team’s development aligns with business objectives. You will utilise your understanding of the end-to-end complaints process to coach team members, strengthen knowledge, and enhance the overall service quality delivered to Danone consumers. You will also support the Operations Manager by contributing to performance reviews and presenting insights and updates to both Konecta and Danone stakeholders as part of regular operational meetings. Skills Requirements ● Minimum 5 years’ experience within FMCG customer service or contact centre operations, in a supervisory or management role. ● Comprehensive knowledge of Salesforce Service Cloud, including case handling, reporting, and escalation management. ● Strong understanding of complaints management processes and regulatory/compliance frameworks. ● Proven ability to coach and develop team members to improve quality and performance outcomes. ● Excellent organisational skills, with experience managing schedules, absences, and resource planning. ● Strong analytical and reporting capability, with attention to detail in performance tracking. ● Confident communicator, able to build strong relationships with both internal and client stakeholders. ● Collaborative approach, with experience working cross-functionally with quality, training, and operational teams. ● Fluency in English (written and verbal) is essential. Who is Konecta UK? We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Learn more here: https://www.konecta-group.com/who-we-are Why work for us? ● Konecta UK working culture of fun and sociable team environment ● Pension Scheme ● Eye test vouchers and discounts ● Discounted corporate gym membership with Nuffield ● Involvement with local charities and fundraising days ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 ● Apprenticeships qualifications and career flight path schemes ● Recognition and reward schemes with Perk Box Points. ● Cycle to work scheme Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 8am – 8pm Monday to Friday and 10am – 5pm Saturday, your Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training. Opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the Operations Director (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.