Customer Service Team Leader
6 months ago
CUSTOMER SERVICE TEAM LEADER
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. We are a friendly and professional team or around 40 people.
**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 Scion Living and Morris & Co websites, understanding these brands deeply, and becoming an expert in the products we sell.
As Team Leader, you will in due course be supervising and working alongside other Customer Service Specialists, but it remains a hands-on rather than a managerial role. You will be involved in handling escalations, contributing to improvement projects, liaising with key contacts at Sanderson Design Group, and deputising 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. It could be a question about lead times, a request for a quotation for a pair of curtains, or a customer looking for help to choose the perfect wallpaper. 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, and some supervisory experience. You will need to have a commercial mindset, balancing the needs of our business, satisfying customers, and meeting the requirements of our partners at Sanderson Design Group.
**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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