Guest Service Team Leader
StockholmCompetitive0 applicants
About this role
We're looking for a Guest Service Team Leader to join our team and own the guest experience across our digital contact channels. In this role, you will lead and develop the Guest Service team while ensuring every guest receives warm, consistent, and on-brand support. You'll also play an active part in the wider Central Operations team, driving and supporting projects that improve how our coffee shops operate and how our guests experience us.
Responsibilities
- As a Guest Service Consultant, you'll oversee day-to-day guest service across feedback platforms, social media, and email, while turning guest feedback into valuable insights for the business. You will work closely with Operations, Marketing, Category, and other teams to ensure the guest voice helps shape both our operations and commercial agenda. Alongside leading Guest Service, you'll be a key contributor to Central Operations projects, from new ways of working and process improvements to initiatives that raise standards across our markets. It's a role with real variety and a chance to make an impact well beyond your own team.
- Lead and develop the team – set clear expectations, build strong ways of working, and support team development and performance.
- Drive Central Operations projects – lead and support cross-functional initiatives within Central Operations, bringing structure, guest insight, and delivery focus