Customer Service Lead

3 months ago

Brighton, United Kingdom The GelBottle Inc. Full time

**About the role**:
**_ Do you have experience leading Customer Services teams and interest and/or experience in the beauty industry?_**

We are one of the fastest growing, most impressive new brands in the quality nail beauty industry. We are a founder led brand and we are rapidly becoming an international trendsetting driving force in the industry. This is a hugely exciting time to be part of our story

You will ensure, structure, discipline, and results in all aspects of our customer services, maintaining an already established environment in which the team can excel. You will report to the Head of UK Customer Experience and lead the Customer Services team (a team of 4) who represent the brand to customers across all of our channels, and online daily; feeding back issues to ensure constant service improvement and customer satisfaction.

**Responsibilities**:

- Be aware of all the customer issues of the day and how the Customer Services team are responding to them. Listen/read, absorb, understand what the market is saying and feedback to senior colleagues around the business.
- Be the escalation point for complaints and working on resolutions to avoid further escalation.
- Reviews and approves staffing schedules/time off to ensure staffing meets demand.
- Work closely with key stakeholders to ensure seamless experience for the end customer.
- Hire and train new Customer Service Specialists as well as assessing the training needs of the customer service team (interview through to embedding of team).
- Working with the Head of UK Customer Experience to identify and implement process improvements across the CS team.
- Lead customer service projects through effective project management and leadership.
- Lead and participate in customer retention and registration campaigns.

This role is hybrid with at least 2 days a week in our Brighton HQ. This is role is to cover maternity leave and so you will lead, support and develop the team, whilst maintaining a unified team of professionals, and lead them to carry out the best service in line with the strategy set out by the Head of Customer Experience.

**About you**:
Our CS team always put the customer first and we take pride that will always speak to a team member to settle their query. We are looking for someone who is as passionate about customer satisfaction, quick resolutions and representing the brand in a friendly and engaging manner as we are. For this role, we think you will also need:

- Can balance leading the team and supporting the customers during busy periods.
- Well-developed communication skills and ability to communicate to all levels.
- Ability to understand customer requirements and deliver an excellent level of service.
- Strong organisational skills with the ability to prioritise a varied and demanding workload.
- Effective team co-ordination and leadership skills.
- The ability to coach and train.

**Why TGB?**

With passion and dedication present in every corner of TGB, we are striving to be the leading brand within our Industry. Ultimately though, what makes us unique is being a founder led business, that has cultivated a close-knit culture that is supportive, encouraging and will ensure a lot of fun along the way We really do value our teams contributions and there are many ways that we like to reward that.

What we can offer you:
Hybrid working

Yearly company bonus

£1,000 yearly personal development fund

5 'study days' a year

25 days holiday + bank holidays

'Daisy days' (extra 2 days off throughout the year)

️ Holiday purchase scheme (+5 days)

Birthday bonus (after one years’ service)

Enhanced Parental Leave

Long service award (additional holiday allowance)

3 month’s sabbatical offered upon 3 years’ service

Healthcare cash plan (via. Health Shield)

Electric car lease scheme (via. salary sacrifice)

Discount on Peacci products

Life assurance + pension scheme

Regular funded company events

Casual dress code

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