Customer Service Team Leader

August 24

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White Stuff

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Life would be dull if we all looked the same.

Lifestyle Retailer • Fashion & Apparel • Sociable Retail • Community Focus

1001 - 5000

Description

• Champion of the brand and our values, promoting the White Stuff brand, tone of voice, and values in a professional and friendly manner always. • Dealing with any queries and complaints raised and resolving to a positive outcome. • Contributing to the department in achieving pre-determined SLA’s for KPI’s • Manage, coach, develop, and engage all direct reports to maximize their potential. • Address & manage poor performance in line with company procedures. • Team communication and administration. • Duty Management cover (Evening/Weekends). • SME on new company wide projects and initiatives, and how these impact the customer/customer service team. • Process improvement. • Forecasting & resource planning to ensure correct level of resource to manage contact volumes in line with agreed SLAs. • Recruitment lead. • Support/cover for Customer Service Manager.

Requirements

• Experience of leading a team of advisors in a multi-channel Customer Service/Contact Centre environment for a B2C Brand. • Experience of all channels (calls/email/Chat) including social media engagement, ideally in a retail environment, and understanding of the different needs of each channel • Track record of coaching to improve performance. • Strong people management and leadership skills • Strong passion for customer service and understanding how the service we provide customers underpins brand loyalty. • Confidence and experience in managing negativity on all channels and turning these into a positive. • Always seeking to raise the bar in terms of quality and care that customers receive. • Excellent communication and interpersonal skills. • Exceptional attention to detail. • Cheerful disposition with a flexible and positive approach to work and others.

Benefits

• Annual bonus opportunity • Up to 33 days holiday per annum (including bank holidays) • 2 extra (paid!) days off per year to volunteer in the local community. • 50% staff discount • Subsidised BUPA Dental Insurance • Healthcare cash plan and Life Assurance • Pension Contribution • Ongoing training and development • Relaxed and friendly working environment • Vibrant team atmosphere