Customer Care Team Leader

4 days ago

Crewe, United Kingdom Ryman Stationery Full time

**The Role**:
This is an exciting opportunity to join TPRG in a Team Leader Role within the Customer Care department.

**What you will get from us**:

- Fantastic training to help you complete your role and be the best you can be, with the option to continue your development into a more senior role, if you choose to progress within the business
- A great Team to work with where you can progress and make a difference at all levels
- Hybrid working after completion of probation
- Competitive Salary
- Holiday Allowance
- Free Parking
- Subsidised Canteen
- Access to mental health first aiders
- Company Pension scheme
- Apprenticeship scheme to continue your development
- Generous discount at TPRG and on our amazing benefits hub

**What will you do?**
- Strive for First Contact Resolution and reduction in customer effort.
- Lead, manage, coach, develop and motivate a team of up to 15 advisors, setting clear and effective performance goals.
- Promoting customer service excellence of both your team members and our customers.
- Manage customer escalations to ensure we resolve efficiently to maintain customer confidence and loyalty.
- Liaise with business stakeholders including senior leadership.
- To manage underperformance and misconduct, including absence, effectively with use of triggers in line with HR policies and guidelines.
- Provide operational management support & peer to peer escalation point of contact for the wider operation in the absence of Ops.

**What we would like to see in you**:

- Proven background of working within a Customer Contact Centre environment.
- 3+ years experience in successful people management.
- Good understanding of the people and organisational impacts of customer care.
- Excellent communication and decision making skills.
- Clear professional and positive verbal and written communication.
- Ability to understand customers and colleagues needs, to build long lasting relationships and a passion for doing so.
- Self Motivated, with the ability to work independently and effectively manage time.

**Who we are**:
The Theo Paphitis Retail Group encompasses Ryman, Robert Dyas, Boux Avenue and London Graphic Centre. We are a family of Multi-channel brands focused on delivering fantastic customer service and first class product knowledge. We are passionate about retail

We’re passionate about our people and our customers We are committed to succeed and deliver results. Continuous improvement is in our DNA, always striving to be the best We are looking for customer service team members who are just as passionate about delivering exceptional service as we are Are you in?

**The Theo Paphitis Retail Group is committed to the unlearning of unconscious bias, diversity and inclusion long term, which will remain a key focus for all aspects of our business and operations. From our product production in our supply chain to our extensive workforce, we aim to be transparent in our efforts to become a thriving, diverse and inclusive place to work.**

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Gym membership
- Referral programme
- Store discount
- Wellness programme

Work Location: One location

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