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Customer Service Team Leader

Location: SOUTHWARK, LONDON Salary: 27000 - 30000 GBP Per Annum, inc benefits
Sector: Business Support Job Type: Permanent
Shift Type: FULL TIME Applications: 1
Posted: 9 months ago Reference: 3094682
My client, an innovative online furniture company based in London SE1, are looking to recruit a Customer Service Team Leader for their team. 

Their mission statement is 'make every home remarkable'.

They are a successful company with plans for huge projected growth. 

Salary is £27-30k per annum, plus share options.

Hours of work are 8.45 - 5.45 , Monday to Friday, plus 2 weekend days per month (with time off in lieu).

The Customer Care team are at the heart of the business and the first port of call for customers. Whether they’re looking for advice on the perfect piece, or seeking to help with a delivery that’s gone wrong, this team is the face (and voice) of the company for each and every enquiry – over the phone, email and on social media.

The Customer Care Team Leader will not just manage and resolve customer enquiries but also play a pivotal role in helping to design innovative solutions to prevent them, working with all areas of the business.

Reporting to the Head of Care, the role will involve managing a growing team, digging into customer data and identifying opportunities to improve the systems and processes that drive truly great customer experiences.

Main duties:

Day to day operational and performance management of the customer service team against agreed KPIs and SLAs
Designing innovative tech-led solutions and processes to improve and drive continual improvement within the customer service experience
Resolving and managing the volume of customer issues and complaints, including timely follow-ups and customer escalations
Providing timely and regular reporting on all appropriate elements of the team performance and customer contacts
Assisting the Head of Care with the recruitment and training of new hires, identifying any knowledge gaps
Organising the team - ensuring rotas, annual leave, training and coaching are all planned in advance
Leading effective performance management of the team and ongoing skills development, through 121s, weekly team meetings and training sessions

Interested? Please apply online and/or send your CV to

Personal qualities:

A natural leader with a passion for brilliant customer service and possess a positive can- do attitude
An understanding of how to manage and motivate a team of care advisers to deliver an outstanding level of customer service and ensure they have the skills and confidence to take ownership of every customer interaction
Exceptional verbal and written communication skills
Results focused with the ability to identify route of a problem and how to solve
An analytical thinker with the ability to work independently using initiative
Understand how to analyse and interpret customer data and reports, as well as to present and summarise findings

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