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 in 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 My Diageo.
Administrative support with new installations, asset validations, certifications etc. as required.
Establish close working relationships with the Diageo field-based Quality Engineer team
To undertake any other task that is deemed to be a reasonable business request by line manager
As a matter, of course, to have good timekeeping, keep a business focussed appearance and to act in a professional manner at all times.
To be an ambassador for the Contact Centre and CPM at all times and to act as a role model to other team members.
To adhere to all CPM policy and procedures
Knowledge and Experience Required
Educated to GCSE/O’Level standard including Maths and English
Confident telephone manner, including good communication and listening skills
Accurate in data capturing
Exceptional grammar and letter writing skills with a high attention to detail
Administration & IT
Completes all administration tasks, OTIFNE (on time in full no errors); checks their work thoroughly including the accurate population and completion of campaign database
Consistently adheres to all departmental and office procedures and systems, including quality systems and company policies (e.g. acceptable use policy, ISO900)
Uses appropriate templates &/or free text style for drafting correspondence and producing email/ written/ social media responses
Utilises all electronic applications and databases as required by role with confidence
Conducts outbound/Inbound calls as defined by client/campaign requirements, utilising training and campaign knowledge
Contributes to team target/SLA even when personal target has been achieved
Meets all quality compliance standards
Meets personal targets in line with campaign/ client requirements
Planning and Organisation
Adheres to the Contact Centre’s time and attendance policy
Manages own Inbox and responds to emails and queries in a timely manner.
Plans and prioritises to complete all work to agreed timescales and in line with campaign targets and SLA’s.
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.