Customer Service Team Leader
5 months ago
CUSTOMER SERVICE TEAM LEADER - TRADE / B2B
We are a successful ecommerce company, offering over 70,000 designer interiors products from famous brands including Ralph Lauren, Mulberry, Farrow & Ball, and Sanderson.
We are based in modern offices located within a 30-minute drive from both Bristol and Bath.
**About the job**:
You will be responsible for delivering the excellent level of customer service we have become known for. We take pride in the high level of service we offer, and this shines through in the reviews we receive. You will have a particular focus on our “Trade” or B2B customers which include interior design firms, architects, hotels, curtain makers and upholsterers.
Alongside fielding inbound enquiries, you will build relationships with our most important customers, knowing them by name and understanding their businesses and what’s most important to them. This could involve outbound calls to build your relationship (not cold sales calls), and keeping an eye on their ongoing orders and knowing when to step in.
As Team Leader, you will be supervising and working alongside one other Trade Specialist, but it remains a hands-on rather than a managerial role. You will deal with our highest spending customers, handles escalations, contribute to improvement projects, and deputise for the Customer Service Manager in their absence.
We will give you the training you need on our systems, products, and services, to equip you to help our customers get the answers they need. You will become very knowledgeable about the products we sell, gaining familiarity with each of our partner brands covering all budgets and styles. Our made-to-measure furnishings offer is unique, and we will help you develop the expertise you need to advise on the technical aspects of curtains and blinds.
Overall, it’s a job that combines interacting with our discerning customers, developing a knowledge of our huge range of designer products, and good deal of problem solving.
**Your skills and experience**:
A ‘people person’ able to relate to our customers and build trust, you will have previous customer service experience, but this may have been gained outside of an office, for example in retail or hospitality.
**Why work for us**:
We offer a really good pay package, with paid overtime, and a twice-yearly bonus of up to 10%, and 33 days paid holiday per annum (including bank holidays).
There is the option to work from home on Tuesdays and Wednesdays.Those who prefer to work in the office are of course free to. We also have flexitime arrangements to allow for occasional earlier finishes.
The usual benefits are provided including company pension, life insurance, income protection, cycle to work scheme, and a generous employee discount scheme.
Above all, we aim to create an enjoyable team environment, where employees are valued and their contribution to our business success is recognised and rewarded.
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