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Customer Service Team Lead

3 months ago

High Wycombe, United Kingdom Mint Velvet Full time

Fixed-term contract - 12 months


Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn’t find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born.


As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture.


Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.


If you want to join us on the next chapter of our story, you’re in the right place. This is an exciting opportunity for a Customer Care Team Leader to join us. If you have a genuine passion for customer care, with proven experience in a similar role, then we want to hear from you


Our Values:

With Soul. Courage & Resilience. Passion & Drive. Entrepreneurial Spirit. Collaborative.


The Role:

  • Champion exceptional customer care, ensuring the customer is at the forefront of all decision making
  • Provide team support, answering queries and identifying solutions
  • Independently resolve complex customer queries and complaints
  • Monitor the team’s workload and maintain a high level of service awareness
  • Identify frictions and improvements in the customer experience, raising issues and feedback as appropriate
  • Conduct regular 1:1 and performance reviews
  • Work collaboratively with the wider team and contribute to customer care objectives and initiatives

To accommodate our international customers, you will be required to work until 8pm on one or two evenings per week. Working hours will also include some Saturdays and Bank Holidays


What you'll have:

  • Positive and optimistic outlook
  • Resilience - able to roll with change and challenges
  • Excellent interpersonal skills, supported with strong written and verbal communication
  • A high level of attention to detail and the ability to read between the lines
  • A proactive approach and ‘can do’ attitude
  • Strong planning and organisation of work
  • Previous experience managing direct reports preferred


You'll be rewarded with:

  • Competitive starting salary and great career prospects in a fast paced and growing business
  • 25 days holiday
  • Company-funded private health insurance and access to Smart Health
  • Life assurance
  • Discretionary bonus scheme
  • 50% staff discount
  • Interest-free Season ticket loan
  • Bespoke induction support and ongoing development to help you thrive in your new role