Call Centre Team Leader

3 months ago

Nuneaton, United Kingdom LOAF Full time

You will be responsible for the day to day running of the Customer Experience team. Being accountable for managing a channel specific team of CX Assistants and ensuring that their training and coaching needs are met. Reporting directly into the Customer Experience Manager, you will support them with delegated tasks and will take responsibility for representing our customer concerns and ensure that all enquiries, complaints, and escalations are resolved to a very high standard

**Some of what the job involves**:

- You will be responsible for recruiting, training and developing individuals in your team
- Communicate daily company updates and brief the team of anything affecting the business or their daily operations
- Resolving all customer complaints and escalations
- Assign and delegate tasks to the team ensuring the team meet their agreed KPI's and SLA's
- Ensuring you and the team provides outstanding customer service at all times
- Ensuring all customer service levels are achieved, and team and individual targets are met consistently
- Ensuring that all communication with the customer is on brand at all times
- Ensure that you and the team have excellent product knowledge at all times
- Ensure that Feedback to Q.C. is given on all product failings
- Work with the accounts department to ensure the prompt payment of refunds
- Liaise effectively with all other departments within Loaf and ensure tasks are coordinated any proactive communication from the CX Teams are dealt with
- Be a sounding board for advice, and assist your team with finding the appropriate resolution
- Handle any VIP customers and help with case resolution

**What we would like you to bring to the table**:

- Proven experience in a senior or managerial customer facing role, supporting busy, customer facing teams within a fast-paced office environment
- The ability to take responsibility and be accountable for your actions
- Is demonstrably resilient and the ability to lead with a can-do attitude
- Good use of initiative and executes for results
- Highly organised and proactive, with ability to prioritise tasks in a timely manner
- Excellent listening, verbal and written communication skills
- Experienced with handling customer complaint escalations
- Proven record of coaching and training a productive team
- Confident and uses common sense, when making decisions
- Good influencing skills
- Excellent attention to detail
- A calm and patient approach
- A team player - work well with other team members and be a fully participating team member
- Good Microsoft Office skills
- CRM knowledge and experience useful, training will be given

**Some of our benefits**:

- We offer 25 days holiday increasing by 1 day for every year of service (max 28)
- Staff discount 45%
- Friends and Family discount 15%, up to £5,000 retail value
- EAP programme through The Retail Trust
- Cycle to Work scheme
- Medicash - healthcare cash plan
- Death in Service - 4x annual salary
- 15% off Bloom and Wild
- Half day Xmas shopping day
- Refer a Loafer

**What's it like working at Loaf?**

Loaf is going through a huge change and particular areas of growth. Joining Loaf at this exciting time means you will be able to grow with us and be part of a truly inclusive company dedicated to your development and to delivering our customers quality service, building lasting relationships, and holding ourselves accountable.

This role is based in our Nuneaton office on a fulltime basis and is permanent.

In return for you joining us, you can expect a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of all that we do, striving for better, more efficient ways to make that work.

At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.

We'd love you to join us on our journey.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Casual dress
- Employee discount
- Referral programme
- Store discount

Ability to commute/relocate:

- Nuneaton: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Team leader/ Supervisor: 1 year (preferred)

Work Location: In person

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