Customer Service Team Leader

Your new company
A fantastic new opportunity is available working for an online retail business between Hammersmith and Chelsea for a Customer Care Team Leader to join their fun and likely team. The business are well-established brand, part of a wider group with a number of reputable businesses under their umbrella. This is a permanent role based in beautiful open-plan offices that really show off their exciting, high-end retail products and will be looking to start ASAP.

Your new role
Your new role will be to take on a leadership position managing a team of agents, supporting the Head of Customer Care, providing training and development plans, coaching and mentoring to ensure best in class service is given at every opportunity. The business works on phone and email channels, so support will be required to train advisors on using systems (CRM, Freshdesk), dealing with product orders, logistical issues and mentoring members to reach their full potential. Another aspect of this role includes quality assurance and call monitoring, to ensure KPIs and SLAs are met with pain points identified. You will organise holiday rotas, shift planning and support with forecasting additional needs within the team to continue to provide a quality service.

What you'll need to succeed
In order to be considered, you must have recently worked as a Customer Service/Customer Care Team Leader, either within B2C or B2B environments, where you have either mentored or directly managed Customer Service/Care Advisors in a call centre environment. You will have experience with quality assurance and performance management, ideally with a background in training new agents within small-medium-sized groups. You will be within easy reach of the Hammersmith/Chelsea area and be able to commute in under an hour.

What you'll get in return
In return you will be offered a permanent contract paying £30,000 per year, with 28 days holiday, staff discounts and sales where you will be invited to events showcasing new products or collaborations. You will also be offered a range of discounts from other brands that are part of the group. The role is 40 hours per week with standard hours of 9-5.30pm or 9.30pm to 6pm Monday to Friday, there will be some weekends required with this role (which can be done from home) and occasional bank holidays which can also be worked from home.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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