Customer Service Team Lead
6 months ago
**Customer Service Team Lead**
**Salary**: £28,000 -£29,000 (+£3,000 loyalty bonuses over 4 years)
**Hours**:Monday - Friday, 9am - 5pm. Occasional Saturdays on a rota basis (about 1 in 4 Saturdays). Some flexibility required until 8pm on occasion.
**Office based**: Glen Parva, Leicester, LE2 9UT
At Get Laid Beds, we value our employees and strive to create a positive and rewarding work environment. Reporting to the Customer Service Manager, you'll have the chance to make a real impact on our customer service operations and grow with our company. If you're a reliable, responsible, and motivated individual with a passion for customer service, we want to hear from you
**The Role**
As a Customer Service Team Lead for a handmade, solid wood bed manufacturer and ecommerce business, you will play a crucial role in ensuring the smooth daily operation of our Customer Service team. You will lead by example, providing top-tier service to our customers while guiding and supporting a team of Customer Service Administrators.
**Key Responsibilities**:
- Lead and motivate the Customer Service team to deliver exceptional service.
- Assist in managing and training new employees on company policies and best practices.
- Monitor and evaluate team performance, providing coaching and feedback.
- Handle escalated customer inquiries and complaints professionally and efficiently.
- Collaborate with other departments to resolve complex customer issues.
- Maintain accurate records of customer interactions.
- Develop and implement customer service policies and procedures.
- Occasionally assist with opening and closing the business within customer service hours.
**What We’re Looking For**
- Proven experience in an office or administrative supervisory role.
- Strong knowledge of customer service principles and practices.
- Excellent phone etiquette and communication skills.
- Proficiency in using computer systems.
- Demonstrated ability to guide and support a team effectively.
- Strong organisational and clerical skills.
Employing circa 85 people, across the company, our customer service team is a cosy bunch of 14. You won’t be just a number here, you’ll be part of the heartbeat of the business, and an important and valued member of the team. Here, we work together to get things done to make sure our customers are happy - you’ll be working closely with our transport, production, finance, and marketing teams and will be intrinsic to our success.
**Additional Information & Benefits**:
- 35h week permanent position: Because we believe in the power of beauty sleep.
- 9am - 5pm with 1 hour lunch: Fuel up for your daily adventures We will require some flexibility here - opening hours are 9am - 8pm, we may need cover until 8pm on occasions.
- We rotate working on a Saturday (about every 4th Saturday) where hours are 10am - 4pm. If you work a Saturday we offer a day off during the week.
- Incremental annual bonus after 2, 3 and 4 years of service - £1000 each year so in 4 years you could be earning £32
- We work on Bank Holidays (except Christmas Day and Boxing Day): You’ll get to use your 28 days holiday whenever you like Bank Holiday hours are 10am - 4pm.
- Free on-site parking, free tea and coffee
- Statutory pension.
- Generous product discounts
- Table tennis - just for fun
- Full equipped kitchen at your disposal all your culinary needs
**Job Types**: Full-time, Permanent
Pay: £28,000.00-£29,000.00 per year
**Benefits**:
- Company pension
- Employee discount
- Free parking
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Loyalty bonus
Ability to commute/relocate:
- Glen Parva, LE2 9UT: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Supervising: 1 year (required)
- Customer Service: 3 years (required)
- supervisory: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
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