Customer Service Team Leader

4 months ago

Derby, United Kingdom Ted Baker Full time

**WHO WE ARE**
- QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.
- At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.
-

**THE ROLE**
- The role of the Customer Service Team Leader is to be responsible for the efficient running of Ted’s customer service team, reporting in to the Customer Service Team Manager.
- The objective of this role is to manage Ted’s Global Customer Service team to end ensure all customer enquiries and complaints are resolved in accordance with Ted’s policies, ethos and SLAs. You should ensure all KPIs are met by the customer service team by overseeing the Senior Customer service representatives and CS Agents in fulfilling all daily tasks and requirements and work with Customer Service Team manager to ensure the continued success and high level customer experience is achieved.

**MAIN RESPONSIBILITIES**
- Ensure the CS team customer communications are efficient and accurate through all customer communication channels, meeting all Ted’s SLAs and KPIs
- Manage daily team rota and schedule optimising for required roles performance and output - across all CS locations UK/US
- Handle escalated complaints from Senior CS Agents and offer feedback on resolution handling to CS team
- Ensure all Senior Agent responsibilities/daily and additional departmental tasks are completed daily to a required standard and flag any issues or discrepancies to Manager/Operations team
- Uphold weekly strategy meetings and objectives for CS team to enable maximum efficiency in handling all communications and workload
- Provide appropriate training and regular updates on Ted’s product lines, warehouse updates, marketing and promotional events and business changes - ensure knowledge sources are updated accordingly
- Provide feedback to CS Ops Executive regarding gaps in training to allow for continual improvement in team development and working methods
- Understanding of Ted’s credit control processes and systems i.e. Risk, Refunds, Gift Cards - ability to resolve related enquiries
- Manage warehouse inbound process flows and proactive communications with customers in relation to this
- Ensure communications with global retail teams in consistent to highlight challenges and successes
- Monitoring, logging and managing team absence, sickness and lateness and providing feedback to CS Managers where necessary
- Monitoring, managing and feeding back on team/ individual performance and capability objectives
- Be the primary CS contact for DL - Multichannel in regard to store support regarding Click + Collect, one stock, and ship from store issues in/ out of store.
- Help to define guidelines for CS customer responses and processes to ensure all information given to customers is in line with Teds policies and expectations for optimal customer experience.
- Be responsible for the of recruitment of temporary or vacant roles in the CS team - primary liaison with Ted’s Talent team, and recruitment agency. Including arranging & conducting interviews as well as initial onboarding.
- Deliver appropriate ‘Grow your own’/CS programme training sessions to the new starters to ensure appropriate onboarding as well as additional refresher training for development and progression of existing team members.
Success measures
- Daily KPIs and SLAs are met and achieved, if not exceeded.
- CS daily checklists are completed
- Increase in % of complaints resolved and escalations raised.
- All CS Spreadsheets and data tasks are completed to a high standard

**TOOLS OF THE TRADE**
- Previous customer contact centre experience, preferably within luxury fashion retail
- Experience in managing a large team of varying roles
- MS Office proficiency (Word, Outlook, Excel, PowerPoint)
- Excellent organization skills and strong attention to detail.
- Strong sense of urgency and ability to meet deadlines
- Excellent communication skills, both oral and written

**OUR VALUES**
- AUTHENTIC
- We have the freedom to be our ‘best self’, being true to ourselves and others
- KIND
- We try to do the right thing: for each other, our communities, our planet and for Ted
- CURIOUS
- We are hungry to explore, innovate and think differently
- COURAGEOUS
- We have the confidence to be brave, have fun and discover the unexpected
- INCLUSIVE
- We embrace and respect individuality and celebrate difference & diversity

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