Customer Care Team Lead

4 weeks ago

High Wycombe, Buckinghamshire, United Kingdom MINT VELVET Full time

About Mint Velvet

Mint Velvet is a dynamic and growing business that values its customers above all else. We're looking for a talented Customer Care Team Leader to join our team and help us deliver exceptional customer experiences.

The Role

We're seeking a seasoned customer care professional to lead our customer care team. As a Customer Care Team Leader, you'll be responsible for championing exceptional customer care, providing team support, and independently resolving complex customer queries and complaints.

Key Responsibilities

  • Champion exceptional customer care and ensure the customer is at the forefront of all decision making
  • Provide team support, answering queries and identifying solutions
  • Independently resolve complex customer queries and complaints
  • Monitor the team's workload and maintain a high level of service awareness
  • Identify frictions and improvements in the customer experience, raising issues and feedback as appropriate
  • Conduct regular 1:1 and performance reviews
  • Work collaboratively with the wider team and contribute to customer care objectives and initiatives

What You'll Need

  • Positive and optimistic outlook
  • Resilience - able to roll with change and challenges
  • Excellent interpersonal skills, supported with strong written and verbal communication
  • A high level of attention to detail and the ability to read between the lines
  • A proactive approach and 'can do' attitude
  • Strong planning and organisation of work
  • Previous experience managing direct reports preferred

What We Offer

  • Competitive starting salary and great career prospects in a fast-paced and growing business
  • 25 days holiday
  • Company-funded private health insurance and access to Smart Health
  • Life assurance
  • Discretionary bonus scheme
  • 50% staff discount
  • Interest-free Season ticket loan
  • Bespoke induction support and ongoing development to help you thrive in your new role

Working Hours

As a Customer Care Team Leader, you'll be required to work until 8pm on one or two evenings per week, with some Saturdays and Bank Holidays also included in your working hours.

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