Customer Service Team Leader

3 months ago


Manchester, United Kingdom CurrentBody Full time

CurrentBody, a global ecommerce company specialising in beauty devices, is seeking a skilled and experienced Customer Service Team Leader to join our team. As the pioneering online destination for home use health and beauty technology, we offer the largest selection of safe, clinically-proven electrical health and beauty products in the world, backed by our team of knowledgeable experts and exceptional customer care. As the Customer Service Team Leader, you will play a critical role in ensuring our customers receive the highest level of support and satisfaction.

Reporting to the Customer Service Manager, you will lead a team responsible for delivering exceptional service to our customers around the world. This includes day to day management of the customer service advisors, maintaining policies and procedures, developing strategies to improve customer satisfaction, and ensuring that all customer inquiries are responded to in a timely manner.

**Responsibilities**:

- Manage a team of customer service representatives, including hiring, training, coaching, and evaluating team performance.
- Develop and maintain policies and procedures to ensure consistent and effective customer service.
- Develop and implement strategies to improve customer satisfaction, including identifying trends in customer inquiries and feedback.
- Respond to escalated customer inquiries and complaints in a timely and professional manner.
- Monitor and analyse customer service metrics to identify areas for improvement.
- Work cross-functionally with teams across the organisation to ensure that customer needs and issues are addressed promptly and effectively.
- Work closely with the Customer Service Manager to deliver the growth strategy for the team.

**Requirements**:

- Demonstrable experience in customer service management, preferably in an e-commerce or consumer goods industry.
- Proven track record of delivering exceptional customer service and improving customer satisfaction.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, team members, and stakeholders.
- Strong leadership and management skills, with the ability to motivate and coach a team.
- Strong analytical and problem-solving skills, with the ability to analyse data and make recommendations for improvements.
- Proficient in Microsoft Office Suite and CRM software (zendesk).

**Hours**:
3 Shift patterns which rotate - 1 in 3 weekends required.

7:00am - 3:30pm Office based

8:00am - 4:30pm Office based

11:30pm - 8:00pm Work from Home

When working weekends it is both Saturday and Sunday Working from home 9-5.30pm with days off in lieu during the week.

**Benefits**

Competitive Salary

33 days Holiday

Staff Discount

EAP Scheme

Free Parking

Regular Social Events



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