Customer Experience Team Leader

4 weeks ago

Banbury, United Kingdom Omlet Ltd Full time

Omlet, a designer and online retailer of world-famous pet products, is looking for a talented Customer Experience Team Leader.

**A little more about Omlet**

We’re Omlet. Since 2004, we’ve set out to rethink every aspect of keeping and caring for animals.

Product Designers first, we ask so we can invent. From why house cats can’t climb trees to why shouldn’t chickens listen to music whilst laying an egg? Our curiosity creates understanding, helping us bring people and pets closer than ever before.

Our people are The Curious Collective. Every day we question and every day we collaborate to find the most meaningful answers. It’s through this persistence that we create remarkable, ingenious products and experiences for our customers.

A global e-commerce business with a singular focus on D2C, we are hugely ambitious and motivated in building the number 1 premium brand in pets.

**More about the role**

As a Customer Experience Team Leader, you'll be focusing on optimising the customer experience by efficiently allocating resources and prioritising tasks. You'll be conducting weekly competency assessments, providing coaching, reporting issues, managing inquiries, and stepping in during peak periods as needed.

Main responsibilities:

- Delivering the best customer experience with resources allocated to the team;
- Leading and motivating team members to achieve performance targets and deliver exceptional customer service;
- Overseeing and prioritising the team’s tasks to complete and respond to urgent tickets;
- Meeting with CX team members weekly and assessing competencies via data provided by CX Analyst;
- Coaching individuals on competencies to address areas of improvement discussed in 121s and developing PDPs with individuals;
- Part of the CX Management team, regularly meeting to discuss CX team strategy and continuous improvement;
- Reporting issues to the relevant person, e.g. overseeing requests volume or CX team members’ training requirements;
- First point of contact for more straightforward questions and escalating complex issues to the CX Success Lead;
- Primary point of contact for courier queries;
- Filling in when needed at peak times.
- Outstanding customer service skills.
- Excellent coaching, management and negotiation skills gained in a customer-facing environment.
- Excellent verbal and written communication skills.
- The ability to remain patient and calm during stressful situations.
- The ability to work well under pressure and to handle criticism well.
- High administration skills and great attention to detail.
- Self-motivation to use initiative and to innovate.
- A passion for people and pets
- Able to work under pressure in a fast-paced environment
- Must love animals. We are passionate about creating great products for our pets so this is a must

Pay: £28,000.00-£29,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Banbury, OX16 5HX: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Support: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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