Customer Service Team Lead

1 month ago

Manchester, United Kingdom CurrentBody Full time
About Us

At CurrentBody, we're the global leaders in beauty tech, bringing innovative products to customers worldwide. Our anti-ageing CurrentBody Skin LED mask has made a significant impact, and we're committed to making luxury beauty devices accessible to millions.

About the Team

Our Customer Service team is crucial to our organisation, dedicated to delivering exceptional service and support to our customers. As the first point of contact, the team plays a vital role in maintaining and enhancing customer relationships.

About the Role

As the Customer Service Team Lead, you'll report to the Customer Service Manager and lead a team responsible for delivering exceptional service to our customers worldwide. Key responsibilities include:

  • Managing a team of customer service representatives, including hiring, training, coaching, and evaluating team performance.
  • Developing and maintaining policies and procedures to ensure consistent and effective customer service.
  • Developing and implementing strategies to improve customer satisfaction, including identifying trends in customer inquiries and feedback.
  • Responding to escalated customer inquiries and complaints in a timely and professional manner.
  • Monitoring and analysing customer service metrics to identify areas for improvement.
  • Working cross-functionally with teams across the organisation to ensure customer needs and issues are addressed promptly and effectively.
Candidate Requirements

We're looking for a candidate with:

  • Demonstrable experience in customer service management, preferably in an e-commerce or consumer goods industry.
  • A proven track record of delivering exceptional customer service and improving customer satisfaction.
  • Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, team members, and stakeholders.
  • Strong leadership and management skills, with the ability to motivate and coach a team.
  • Strong analytical and problem-solving skills, with the ability to analyse data and make recommendations for improvements.
  • Proficiency in Microsoft Office Suite and CRM software (zendesk).
What We Offer

We're committed to creating a diverse and inclusive environment, where all our employees have equal access to opportunities. We offer:

  • Competitive salary
  • 33 days holiday
  • Staff discount
  • EAP scheme
  • Free parking
  • Regular social events
Next Steps

Our talent acquisition team will be in touch if you're successful. We'll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we're a good match, we'll share your CV with the hiring manager to review. Our interview process is tailored to each role, but typically includes a two-stage interview process.

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