Systems & Resourcing Executive

Job Description

Systems & Resourcing Executive

Function: On Trade
Location: Edinburgh (St Andrews Sq) - hybrid with a mix of office & home working

Salary: £26,000 - £30,000 base depending on experience, plus full benefits listed below.
Contract: Permanent

Closing Date: 24th February 2026. Please note, we may close vacancies early where we receive significant numbers of applications.

As the nation’s leading pub, cider and beer company and the name behind a host of brilliant brands, we’re looking for equally brilliant people to help us on our journey to building a better future.

We have an amazing opportunity to join our Systems & Resourcing Team where you would play a pivotable role in delivering Customer Excellence in line with our Evergreen Strategy.

About the Team
Here within our Customer Care System and Resourcing team, we play a critical role in ensuring we are resourced to deal efficiently with customer queries, as well as owning the Genesys Cloud system functionality within the Customer Care and wider Heineken business.

About the Role
You’ll use workforce management tools to support the Customer Care Management Team in optimising the effective and efficient use of resources to meet overall Customer demand and business SLAs through having the right people, in the right place, at the right time, doing the right thing.

You’ll be responsible for the day-to-day administration and ongoing development of the contact centre interaction system - Genesys Cloud. Working as part of a team to deliver: planning, forecasting, intelligent scheduling and real-time interventions for the Customer Care contact centre, whilst ensuring they’re connected to the contact centre marketplace externally, to keep the Customer up-to-date and relevant in its processes and procedures. You’ll also be responsible for our call-flows and getting the most from our technology by constantly looking for opportunities to innovate and automate our ways of workings keeping customer experience front and centre of everything we do.

Some of the challenges in this role:

• Maintaining the Contact Centre service levels across all queues
• Development of the Genesys Cloud system
• Avoiding system failures
• Incident Management activities
• Optimising resource while driving automation and efficiency
  
  

About the experience we’re looking for:

• Experienced Administrator of contact centre or cloud based technology – desirable but not essential
• Experienced in building call-flows (Genesys Cloud preferred but not essential)
• Strong learning agility
• Strong stakeholder management skills
• Attention to detail
• Logical thinker
• Strong MS office skills – particularly excel
• Customer-centric approach

Our Ways of Working
Heineken’s Global Purpose is to “brew the Joy of True Togetherness to inspire a better world” and to fulfil this we believe in working closely with each other and collaborating f2f when we can. To enable this, we ask colleagues to be in the office on Tuesdays and Thursdays and one other day of the colleague’s choice.

The application
If you like what you’ve read and are ready to brew a better career with us, let’s get going! We may close vacancies early where we receive lots of applications, so don’t delay!

If you need any adjustments made to support your application, for example if you require information in different formats, or if you have any accessibility issues, then we’re more than happy to review our processes – please feel free to get in touch with us at recruitment@heineken.co.uk

Who we are
We’re the world’s most international brewer and the name behind a host of brilliant beers and ciders, from Birra Moretti, to Strongbow, to Cruzcampo and many more.

It’s a fantastic time to join us. We’re leading the way in low and no alcohol innovation, pioneering new technologies to meet our ambitious environmental goals and investing in our pubs to keep them at the centre of their communities.

When you join us, we’ll back you to reach your full potential. You’ll enjoy unique development opportunities, unforgettable experiences and a reward package that goes far beyond the salary you receive.

If you want to hear more about life at HEINEKEN from our colleagues, head over to LinkedIn and check out the hashtag #LifeatHEINEKENUK.

There’s no better place to untap your future. Join us and brew a better career!