Customer Service Team Leader

2 months ago

LEICESTER, United Kingdom WHITE STUFF Full time
Who we are:

White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women's and men's clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.

Our people are at the heart of our brand, constantly moving and driving us forward. We're sociable, talented, and like-minded and we're not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels. It is an exciting time to join the Customer Service Team as we become increasingly focused on delivering amazing customer experiences across all channels.

The role is predominantly based at our Customer Service Office in Leicestershire. However, evening and weekend working will be carried out from home, therefore, a reliable internet connection is required. Occasional travel to our Head Office in London.

Our operating hours are Monday to Friday 8am to 8pm. Saturday and Sunday 8am to 6pm. You will be scheduled to work within those hours.

Who you are:

A White Stuff Customer Service Team Leader is passionate about ensuring every customer has an amazing experience when contacting White Stuff and passionate about everyone in the team delivering this experience across our channels.

Primary objective of the job:

As a Customer Service Team Leader, you will be responsible for delivering Team performance against agreed SLAs, across all communication channels, through a team of Customer Service Advisors. Ensuring the quality & tone of voice of customer Interactions are in the line with the company's customer service pillars

What you'll be doing:

- 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.

What you'll need:

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. What we will offer you:

As a Customer Service Team Leader at White Stuff, you will be entitled to an array of great benefits, some of which include:

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 We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.

INDM

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