Customer Service Team Lead

4 weeks 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. This includes day-to-day management of customer service advisors, maintaining policies and procedures, developing strategies to improve customer satisfaction, and ensuring timely responses to customer inquiries.

Key Responsibilities
  • Manage a team of customer service representatives, including hiring, training, coaching, and evaluating team performance.
  • Develop and maintain policies and procedures to ensure consistent and effective customer service.
  • Develop and implement strategies to improve customer satisfaction, including identifying trends in customer inquiries and feedback.
  • Respond to escalated customer inquiries and complaints in a timely and professional manner.
  • Monitor and analyse customer service metrics to identify areas for improvement.
  • Work cross-functionally with teams across the organisation to ensure customer needs and issues are addressed promptly and effectively.
  • Work closely with the Customer Service Manager to deliver the growth strategy for the team.
Candidate Requirements
  • Demonstrable experience in customer service management, preferably in an e-commerce or consumer goods industry.
  • 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.
  • Proficient in Microsoft Office Suite and CRM software (zendesk).
What We Offer
  • Competitive salary
  • 33 days holiday
  • Staff discount
  • EAP scheme
  • Free parking
  • Regular social events
What's Next?

Our talent acquisition team will be in touch if you're successful. We'll arrange a short call to learn more about you and 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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