Customer Experience Team Lead

2 months ago

London, Greater London, United Kingdom Monica Vinader Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Team Lead to join our team at Monica Vinader. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives to deliver exceptional customer experiences across all support channels.

Key Responsibilities
  • Customer Obsession
    • Ensure customer service representatives deliver a quality service across all channels to maintain the brand's reputation.
    • Empower representatives to go above and beyond to delight customers and ensure a commercial outcome.
    • Elicit customer feedback and disseminate it to deliver value across the business.
    • Ensure compliance with GDPR and PCI Compliance Regulations.
  • Associate Supervision
    • Oversee the daily workload of customer service representatives to ensure SLAs are met.
    • Act as a secondary escalation point for representatives to ensure effective resolution of customer enquiries.
    • Coach representatives in the required culture and behaviours, motivating staff and maintaining high levels of morale.
    • Monitor individual and team performance, providing feedback through regular 121s and bi-annual appraisals.
    • Oversee the execution of associate quality assessments to identify training needs and ensure training plans are executed.
    • Lead daily huddles to communicate relevant information to the team, including customer issues, team performance, and daily targets and goals.
  • Resource Planning and Team Management
    • Analyse backlogs and daily contact forecasts to create team rotas and daily schedules, ensuring work is delegated efficiently and SLA targets are met.
    • Continuously review team output and backlogs, taking corrective action to ensure SLAs are consistently achieved.
    • Work to continuously improve productivity and efficiency of processes, monitoring performance of self and team.
    • Provide continual training, coaching, and development to ensure associate excellence.
    • Support with recruitment, onboarding, and training during peak periods.
    • Regularly report on departmental and team issues to the Customer Care Manager.
Requirements
  • Proven experience in customer service, contact centre, or customer experience environment, preferably in a luxury goods or brand-focused organisation.
  • Extremely hands-on and happy to work on the frontline when needed.
  • Metrics-driven and highly analytical, taking a methodical approach to testing ideas for improvement.
  • Ability to work in a fast-paced environment and be an evangelist for change.
  • Results-driven and people-focused.
  • Previous use of an ERP or CRM system advantageous.
  • Passionate about customer experience and continuous improvement.
  • Previous experience of managing sales, styling, repairs, or fraud teams desirable.
  • Service-focused, always putting the customer first.
  • Excellent written and verbal communication skills.
  • Open to weekend and holiday availability, primarily during peak trading.
About Monica Vinader

We are a leading accessible luxury brand, delivering outstanding quality, design, and customer service. Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design, and customer service. We are:

  • Customer Obsessed
    • Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
  • Caring
    • We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
  • Fast Paced
    • We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
  • Exceptional
    • We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards, and attention to detail give us a competitive advantage.
  • Commercial
    • We focus hard on facts and approach things in a logical, rational, and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

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