Every member of the CPM team contributes to the overall growth of our business. People are at the core of CPM's business proposition, so as a key member of the QSP team, this role is expected to make a significant contribution to delivering value for our client by demonstrating initiative to drive best practices and continuous improvement. A "can-do" attitude combined with a customer-centric focus is essential for success in this role.
Role Overview
The Service Lead is a key link in the relationship between CPM, our client Diageo, and their On-Trade customers. The primary focus of this role is to drive improvement in beer dispense quality standards across the region. The Service Lead will act as the ‘Guardian of Quality’ across all On-Trade outlets within their specific geographical territory to identify and rectify beer quality issues faced by Diageo customers. This role also serves as a key link between the Diageo Regional Quality Manager and the CPM Guinness Quality Team.
This role supports the Field Quality Manager (Service) in the South East Diageo sales territory, with potential to work in other regions depending on business needs.
This is a 6-month long-term sickness backfill position.
Application deadline: Friday, August 8th
Key Responsibilities
1. Work closely with the Diageo Regional Quality Manager to improve beer quality across the region.
2. Utilize the results of the 7cs surveys by the CPM Dispense Team to identify and resolve serious beer dispense issues.
3. Serve as a senior point of escalation for beer dispense issues.
4. Act as the “subject matter expert” on beer dispense best practices for Diageo On-Trade customers.
5. Advise customers on improving their beer dispense systems and available financial support through the Diageo cold room grant.
6. Audit and approve improvements to beer dispense cooling systems before financial support is provided.
7. Support the Service Manager with surveying, planning, and resource allocation for service work.
8. Audit completed service work to ensure quality standards are met and equipment is properly recorded.
9. Support the Service Manager during leave or absence in specific areas.
10. Assist with installation and removal of beer dispense equipment during peak periods if needed.
11. Build and maintain strong customer and internal relationships.
12. Achieve KPIs within your hub as per SLAs.
13. Operate professionally and efficiently, representing CPM and the client.
14. Adhere to industry health and safety standards.
15. Innovate and improve work practices.
16. Strive for high performance standards for customers.
17. Perform other duties as assigned by your line manager.
Experience and Skills
1. 3-5 years’ experience in service-related roles.
2. Strong understanding of beer dispense equipment installation and removal.
3. Knowledge of refrigeration related to beer dispense.
4. Experience in surveying service work to high standards.
5. Knowledge of fault finding in beer dispense systems.
6. Excellent interpersonal and communication skills.
7. Proven ability to maintain client and customer relationships professionally.
8. Proficiency in MS Office (Outlook, Word, Excel).
9. Experience with CRM systems and analytical tools like Power BI and Salesforce.
10. Target-driven with a track record of achieving KPIs.
11. Organized with good prioritization skills.
12. Strong commercial awareness.
13. Energetic and enthusiastic approach.
14. Full driving license is essential.
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