Customer Service Team Leader/Manager

A premium online brand based in Nuneaton, Warwickshire, is looking for a Customer Service Team Manager to start as soon as possible, ideally by the 1st October so someone who is available immediately or on a short notice period will be ideal, although they may consider someone on a longer notice also.

This position is 35 hours per week, 9am-5pm or 9.30am – 5.30pm, which includes the occasional Saturday or Sunday (Friday/Saturday/Sunday is remote working). It’s an exciting time to join an ambitious business! Previous experience in a management/team leader role in a retail call centre would be very beneficial and if you have worked for a premium brand even better!

Key responsibilities:

Undertake compulsory training and refreshers as required
Offer day-to-day guidance, coaching and support to the team including holding 1:1’s
Monthly payroll submission
Support agents with sales queries, orders and orders amendments
Full knowledge of systems and processes, including delivery failures, returns, exchanges and repairs
Own and manage escalations including taking over difficult calls
Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience
Manage the day-to-day planning of CX, i.e. headcount, breaks, task allocation
Carry out floor walks throughout the day to offer support and advice to agents
Monitor and collate information on common trends, e.g. product quality issues, and raise these with the Call Centre Manager
Monitor volumes and take action where necessary
Work with your team to ensure all customer enquiries are resolved within SLA

Skills & Experience

Previous experience at management / team leader level within customer service, ideally within a retail call centre environment (experience of working within a premium brand would be amazing!) – somewhere where you’ve been used to dealing with customer queries
First-class communication and listening skills and the ability to adapt to individual customers and ultimately win them over. There’s no script!
The ability to work independently and show initiative
Excellent attention to detail
Resilience
A patient and calm approach with the ability to de-escalate complaints
Target-driven with the ability to multitask
A problem solver, able to read and understand a situation quickly to pick up escalations
Previous experience of coaching behaviours
Proven people management skills with the ability to manage different personalities

Benefits include:

25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
Enhanced family leave policy
Staff and friends and family discount scheme
Healthcare cash plan
EAP programme
Shopping discounts
Cycle to work scheme
Half a day for Christmas shopping
Life Assurance – 4 times annual salary

If you are interested please get in touch today!