Customer Care Team Lead

2 months ago

London, Greater London, United Kingdom Jaded London Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Manager to join our team at Jaded London. As a key member of our customer service team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Team Management: Lead and manage a team of customer care representatives, providing guidance and support to ensure they are equipped to deliver excellent customer service.
  • Customer Experience: Continuously improve the customer experience, creating engaged customers and driving organic growth through exceptional service and support.
  • Process Improvement: Review and refine our customer service processes to ensure they are efficient, effective, and aligned with our brand values.
  • Performance Monitoring: Track key performance indicators (KPIs) and identify areas for improvement to drive business growth and customer satisfaction.
  • Communication: Develop and maintain strong relationships with internal stakeholders, including logistics, production, and social media teams, to ensure seamless communication and collaboration.
  • Problem-Solving: Resolve customer complaints and issues in a timely and professional manner, ensuring customer satisfaction and loyalty.
  • Training and Development: Organize and deliver training sessions to ensure the customer care team has the necessary skills and knowledge to deliver exceptional service.
  • Reporting and Analysis: Provide regular reports and analysis to senior management on customer service performance, identifying trends and areas for improvement.
Requirements
  • Experience: Minimum 2-3 years of experience as a customer care manager in an e-commerce environment, with a team of at least 4 people.
  • Leadership: Proven experience in managing a team and leading by example.
  • Customer Service: Strong knowledge of customer service principles and practices, with a focus on delivering exceptional customer experiences.
  • Communication: Excellent written and verbal communication skills, with the ability to communicate effectively with customers, colleagues, and senior management.
  • Problem-Solving: Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
  • Technology: Proficient in using customer service software, databases, and tools, with a strong understanding of data analysis and reporting.
What We Offer
  • Employee Benefits: 50% employee discount, 24 days holiday per year, paid birthday and moving days, hybrid working arrangements, pension scheme, bonus scheme, and employee assistance program.
  • Work-Life Balance: Flexible working hours, with the ability to work across weekends and evenings as needed to support the team.
  • Professional Development: Opportunities for professional growth and development, with a focus on building skills and knowledge in customer service and leadership.

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