Customer Service Team Lead

2 weeks ago

Twickenham, United Kingdom Holly & Co Full time

We’re looking for a brilliant new team member to lead the frontline for any inbound communication and customer service across multiple platforms.

Cool, calm, and collected, you’ll be the company's voice, adopting the ‘Holly & Co’ tone. You'll acutely understand the needs of our customers and Co’s (our small businesses) and work collaboratively across the company.

This will be hands-on so that we can get under the skin and truly understand what is incoming, allowing us to build long-term and scalable solutions.

You’ll be adept at recognising when to escalate. We will all be learning as we go and collectively problem-solving.

This is more than traditional ‘customer service’; we don't believe that’s the future.

Instead, you’re a multiskilled team leader who has your finger on the pulse across all elements of the company to drive brilliant interactions and engagement, whether that be with a company, a customer, or a small business community member.

**Responsibilities**:

- Serve as the frontline for inbound communications across Hubspot and Instagram.
- Be the company's voice, embodying the 'Holly & Co' tone.
- Build long-term, scalable solutions by understanding incoming issues.
- Lead a team, providing training and support and managing customer service tickets.
- Connect external communications with internal teams, fostering and building relationships.
- Develop and manage communication strategies for our core communities: Customers, Co’s, and the Small Business community.
- Track conversations, resolve issues, and improve systems for efficiency.

**Requirements**:

- Minimum 2 years in a customer-facing leadership role.
- Ability to feed into KPIs and recognise communication patterns.
- Strong problem-solving skills and attention to detail.

**Success Criteria**:

- Create a long-term customer service solution.
- Deliver a seamless, personal experience for our community.
- Build strong relationships with internal and external stakeholders.

**A note**:
Diversity and inclusion are important to Holly & Co.

Diversity is about embracing differences, being inclusive, creating possibilities, and growing together to improve performance and the working environment.

We celebrate and embrace everyone's differences and treat every colleague with dignity and respect.

**Salary range**:
Will be dependent on experience - but as a guide, between £29,000 - £36,000

We’ll also require some flexible hours and occasional weekend work to meet the business's demands and peak customer service inbound.

**About Holly & Co**:
We’re a young but growing entrepreneurial company looking to build our brilliantly driven and kind team.

We are a B Corp and committed to our role as a business, to provide an inclusive, thriving and safe environment for all our team. Our culture is one based in kindness, to not only one another but our Co’s, the wider world, and our planet. We are committed to building a company that is a force for good.

We learn from others, have a big vision and move fast. ‘Fast-paced entrepreneurial environment’ is used often, but we really are We invest in our team for the long term, and want to grow as a family together.

Application closes at midday on Wednesday 26th June.

Pay: £29,000.00-£36,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Company events
- Health & wellbeing programme
- Paid volunteer time

**Experience**:

- Analysing - KPIs and communication patterns: 2 years (preferred)
- Customer Service: 2 years (required)

Work Location: In person

Application deadline: 26/06/2024

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