Customer Service Team Leader
6 months ago
We are a business that has grown tremendously since our creation in 2013. Having started with very humble beginnings, we are proud to serve over 50,000 customers each year with quality home and garden furniture.
**JOB DESCRIPTION**
**POSITION TITLE**: Customer Service Team Leader
**DIVISION / DEPT**: Customer Service
**ACCOUNTABILITY**: Customer Service Manager
**PAY GRADE**: £35k per annum
**WORKING HOURS: Office Based 9-5pm **5 days a week Monday - Friday
**LOCATION**:SE10 0YJ
**RESPONSIBILITIES AND DUTIES**
- Manage Gorgias, which is the customer service ticketing platform we use, to ensure all customer service agents are operating at optimal productivity levels and provide a weekly KPI report to management.
- Manage escalated issues from customer service agents, working with external suppliers, couriers, and stakeholders to find commercially viable solutions for the company and resolve them for the customer.
- Manage the UK team of customer service agents and hold monthly performance reviews with each member, sharing your evaluation with senior management
- Make proposals to the CEO to improve the company's working methods.
- Hold daily huddles with the customer service team both in the UK and the Philippines (8 people total) to build team spirit and a positive working culture
- Monitor calls and engage in regular telephone training.
- These responsibilities are not exhaustive and will evolve as there is a need within the business
**CAREER PROGRESSION**
We are a young company that believes in hard work, honesty, and, above all, trust. We are looking for similar-minded people with vision and ethics that match our business and can help us drive the business to the next level.
**WORKING RELATIONSHIPS**
**Internal Relationship**:
- Chief Executive Officer
- Chief Financial Officer
- Chief Marketing Officer
- Online Brand and Marketing Officer
- Marketplace Manager/Office Manager.
**External Relationship**:
Couriers, customers, warehouse staff.
**REPORTING RELATIONSHIPS**
**Superior**:
Customer Service Manager
**Subordinate**:
Customer Service Team Uk and Offshore
**EXPERIENCE AND QUALIFICATIONS**
Experience and skills:
- Minimum 10 years Experience in Customer Service (Essential) and 5 years experience in a team leader role.**(Essential)**:
- Highly skilled in Excel must be able to perform V-Look Ups and Index Matching (this will be tested at the interview stage). (**Essential)**:
- At least 5 years of experience using a customer service ticketing platform, e.g. Gorgias, Freshdesk.**(Essential)**:
- At least 5 Years of call center experience.**(Essential)**:
- Experience supervising offshore customer service agents **(Essential)**:
- 3 Years Experience in conflict resolution **(Essential)**:
- Computer savvy and skilled at using online software platforms.
- Must be a responsible and reliable individual
- Good telephone manners and problem solver.
**CONDITIONS OF SERVICE**
All work will be undertaken at our office in SE10 0YJ
Pay: Up to £35,000.00 per year
**Benefits**:
- Company pension
- Discounted or free food
- Employee discount
- Health & wellbeing programme
- Sick pay
Schedule:
- Monday to Friday
Application question(s):
- Are you confident in using Microsoft Excel, Index Match, Vlookup and Pivot Tables (these will be tested if you get throught to the interview stage)
**Experience**:
- Customer Service : 10 years (required)
- CRM software: 5 years (required)
- working in a call centre: 5 years (required)
- Supervising an Off shore Customer service team: 5 years (required)
- Conflict management: 3 years (required)
Work Location: In person
Reference ID: Customer Service Team Leader
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