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Customer Service Team Leader

3 months ago

Dudley Hill, United Kingdom Hallmark Full time
Customer Service Team Leader - eCommerce
Location:  BD4 9AU - Hybrid
Contract Type:  Permanent – Salaried
Hours: Full time
Salary: Competitive
We’re looking for a new Customer Service Team Leader to join our eCommerce team.  A newly embedded team into our UK business, we’re looking for an experience customer service team leader to support our customers and support this growing business area.
Your main responsibilities include:
Team Leader Leading and developing a customer service team in the delivery of exceptional customer service worthy of a prestigious, creative brand such as Hallmark. As a team you’ll support our online customers managing a range of activities such as order enquires, social media engagement, complaints, as well as maximising every opportunity to upsell and increase profitability. 
Service Improvement An integral part of the eCommerce team focussed on continuously improving and evolving our customer service operations.  You’ll proactively investigate and resolve the wider issues impacting customer services and work with wider Hallmark teams to implement changes and ensure exceptional customer service is felt at every level of interaction.  
 
A confident people leader with a solid understanding of customer service in an online world you’ll have ample opportunity to showcase your skills and impact a growing business. In return we’re looking for you to demonstrate:
Exceptional customer service and communication skills, both written and verbal.
Experience of customer service across multiple channels such as email, social media and verbally, would be a significant advantage.
Experience of working with KPI’s and SLA’s, comfortable positively managing a team to defined targets and expectations.
Experience of leading a small team in a customer facing service driven role.
Experience of delivering exceptional customer service in an ecommerce/online business, would be a significant advantage.
Experience of Customer Service operations, ideally within an ecommerce business, and managing internal and external customer relationships to enhance services.
You’re passionate about providing excellent customer service and driving improvements.
Confidence in developing initiatives, training and development plans and coaching staff.
You’re approachable and supportive to team members and customers.
Highly organised with a positive and pro-active approach.
Based at our Dawson Lane site in Bradford, close to key motorway links you’ll be able to take advantage of:
Competitive salary
26 days holiday plus bank holidays
Health cashback scheme
Pension benefit
Flexible working opportunities including working from home opportunities
Free onsite parking for when you are in the office
A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance
You may also have experience in the following: Customer Services Manager, Senior Customer Service Advisor, Customer Service Manager, Customer Service Team Leader, Customer Service Supervisor, Operations Manager, Senior Administrator, Administration, General Manager, etc.
REF-(Apply online only)