Customer Service Team Leader -Hybrid

Customer Service Team Leader

Are you a seasoned Customer Service professional with leadership skills and a passion for delivering exceptional customer experiences?

Yes??!! Keep reading as this could be for you!!

Guildford -Parking on site or walking distance from train station

£26,000 PLUS: HYBRID WORKING (2 days in the office) 25 days holiday (plus Bank Holidays), pension scheme, company events, discounts on products, month team outings, Summer Hours & SO MUCH MORE!!

We have a brand new opportunity for a dynamic and experienced Customer Service Team Leader to join a successful online retailer in the heart of Guildford!

You will be playing a key role in leading and inspiring the Customer Service team serving as a brand and product ambassador to ensure consistent representation of the company and its offerings.

Sounds good?? what will my responsibilities be??..

• Issue Resolution: Support the team in resolving customer issues and inquiries across various communication platforms, including phone, email, and onsite chat, particularly during peak periods.


• Performance Monitoring: Monitor team performance, report key performance indicators (KPIs) to the Customer Success Manager, and proactively suggest improvements to meet targets.


• Shift Management: Develop weekly shift rotas, assign responsibilities, and ensure the team works within the agreed framework.


• Admin Tasks: Take ownership of administrative tasks, including Trustpilot reviews, courier claims, fraud monitoring, and order placement.


• Training and Development: Develop and implement training programs covering onboarding, product knowledge, customer management, brand understanding, and site updates. Stay updated on industry developments to ensure best practices in training.


• Escalation Handling: Create a clear escalation process, acting as the final customer-facing escalation point for unresolved issues.


• Communication and Collaboration: Collaborate with the Customer Success Manager to ensure the team is informed about business updates and maintains knowledge of daily activities the company's website.


• Event Management: Assist in managing ad hoc events requiring customer-facing expertise.


• Vendor Relationship: Monitor communication and relationships with key 3rd party service providers, flagging any issues or breaches of service level agreements.


• Recruitment: Lead the recruitment process for Customer Service Executives, contributing to the development of an industry-leading team.

Experience and Skills:

• Minimum of 2 years of experience working within a customer service team


• Strong computer skills with knowledge of Microsoft Office; experience with Zendesk or Gorgais is preferable.


• Excellent communication skills and ability to manage communication at all levels.


• Strong leadership skills, with the ability to lead a team in a professional manner.


• Quick learner with the ability to think fast on feet.


• Numerate, accurate, and detail-oriented.

If you are ready to take on this challenging and rewarding role then apply now!

To apply for the position or inquire further, click on the "apply" button or contact Annie at annie for more information.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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