Customer Service Team Leader

4 days ago

Upper Poppleton, United Kingdom Pavers Full time

We have a full time position available for Customer Service Team Leader to join our York Head Office Customer Service Team. Our offices are located at Northminster Business Park, Upper Poppleton, York. This will be a permanent role, 39.5 hours per week. You will need to be able to work flexibly 5 out of 7 days on a rota basis between the hours of 8am and 9pm Monday to Friday, 9am-9pm on weekends. Weekend working is rotated around the team (about 1 in 3 weekends).

**Main responsibilities of our Customer Service Team Leader**:

- Supporting management in the day to day running of the department.
- Training and developing new and existing team members to deliver a high standard of customer service across multiple channels.
- Working towards realistic KPIs and SLAs and driving and motivating staff to work efficiently.
- Performance reviews twice yearly, as well as monthly 1-to-1 meetings with team members.
- Creating rota’s based on call profiles and demand, ensuring the right number of staff are in at the right time.
- Analysing weekly statistics to build a call profile to assist with staffing.
- Call monitoring and providing feedback to staff members.
- Supporting sales team during catalogue drops and busy periods.
- Supporting supervisors with the recruiting and developing of the team.
- Supporting progression opportunities and encouraging talent through the Pavers Academy.
- Attending leadership and development courses.
- Using initiative to challenge and improve current customer journey.
- Other administrative duties.

**Requirements to be one of our Customer Service Team Leader**:

- Previous People Management experience
- Friendly, engaging and positive approach to customer service with a ‘can do’ attitude.
- Excellent English language skills, including spelling and grammar
- Strong written administration skills
- Ability to deal with customer complaints
- Experience responding to customers over social media
- Highly Organised
- Good attention to detail
- Patient Persona
- Excellent telephone manner
- Good IT skills
- Able to multi-task
- Able to work to targets
- Access to a good/reliable internet connection at home
- A quiet location at home where you can work undisturbed

**Pay & Benefits for our Customer Service Team Leader**:
Pay: £25,777.70 per annum plus the below benefits:

- Generous Staff Discount
- Free onsite parking at York Head Office
- Holiday Entitlement (Increases with service)
- Company Contribution Pension
- Access to RetailTRUST (Wellbeing & Financial Support)
- Access to wider training and development opportunities through Pavers Academy

**About Us**

Pavers Shoes has been trading for 50 years and is a highly profitable and growing family business with a strong balance sheet and a turnover in the region of £150m. We also own the Jones Bootmaker and Herring Shoes footwear businesses, remain acquisitive, and employ over 1800 people. We were recently recognised as one of the Top 10 employers in Retail.

We look for confident, upbeat people and we provide great jobs in a supportive family environment for them. We know that without our colleagues there is no business, and so we always try and do the right thing by our people.

We strive for diversity of thinking across the business and believe strongly in supporting our local communities. In 2018 we donated over £2.2m to establish the Pavers Foundation, with the specific purpose of providing grants for causes important to our colleagues in the areas of health, education, and community. In terms of the environment, we are constantly seeking to reduce our impact. Since 2021 we have been fully carbon neutral, and we also have one of the largest solar arrays in the North-East of England on our warehouse, which generates clean energy. Due to our yearly donation of a percentage of our annual profits to our Foundation, our overarching aim is to be financially successful, but to achieve this in an environmentally and socially responsible manner.

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