Customer Services Team Leader

6 months ago


Blackburn with Darwen, United Kingdom Flavour Warehouse Group Full time

Due to an internal move within our Customer Services department we are looking to recruit a Customer Service Team Leader, who will play a pivotal role in ensuring our customers receive exceptional service. You will lead a team of customer service representatives and oversee various responsibilities aimed at addressing customer inquiries and issues promptly and efficiently.

**Role & Responsibilities**
- Collaborate with team members to streamline processes for maximum efficiency.
- Lead your team in adjusting schedules and resources as required to ensure exceptional service.
- Generate monthly reports and analyse trends making recommendations for improvement.
- Deliver outstanding customer service, addressing enquiries and concerns effectively.
- Resolve customer questions and issues in a timely manner, ensuring customer satisfaction.
- Provide well-informed advice and recommendations to customers regarding vaping products.
- Maintain accurate and up-to-date customer records using our internal systems.
- Organise and manage customer information for future reference and analysis.
- Demonstrate a strong understanding of internal processes and ensure strict adherence to them.
- Act as a liaison between both internal and external stakeholders, including marketing, website developers, internal stock team, suppliers, couriers, and manufacturers.
- Assist in resolving order-related issues and responding to customer queries effectively.
- Uphold and promote our company's vision and values in every customer interaction.
- Encourage a customer-centric approach among team members.
- Maintain flexibility in work arrangements to meet customer demands and business needs.

**Qualifications & Experience Required
- Proven experience of leading a team effectively.
- Previous experience in a customer service role, preferably in the vaping industry.
- Experience of generating reports and recommending improvements
- Excel, Outlook, Zendesk (desirable), internal systems
- Strong communication and problem-solving skills.
- Knowledge of vaping products and industry trends.
- Excellent organisational and record-keeping abilities.

**What's on Offer?**
- Competitive salary (commensurate with experience)
- Cash-back health scheme (Westfield Health) including remote GP services
- Discounts for Retail / Holidays / Wellbeing / Days Out (Westfield Rewards)
- Discounted hardware & e-liquids
- Life Insurance
- On-site gym
- On-site car park



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