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Customer Service Team Lead
2 months ago
Job Overview
As a Customer Service Team Lead at Euro Car Parts Ltd, you will be responsible for supervising the day-to-day operations of the department, motivating the team to drive performance, and ensuring all activities are completed on time and in a professional manner. This role will lead, guide, and support the team to deliver exceptional customer service to our customers.
Key Responsibilities
- Responsible for retail operations, resources, and customer service within the branch.
- Line management responsibility for the Weekend Retail Assistant, leading, coaching, and developing a multi-skilled team within the branch.
- Holding regular colleague reviews to strengthen colleague engagement and support development, educating, reviewing, and briefing on the importance of a safety-first culture.
- Delivering a structured daily briefing to ensure all colleagues are working to deliver a balanced performance across key business metrics and KPI measures in line with business goals and objectives.
- Ensuring all areas of the retail counter always conform to health and safety legislation.
- Ensuring the branch is fully compliant in line with the branch standards to maintain a balanced performance and achieve operational excellence.
- Ensuring the branch is operationally efficient to deliver a safety-first culture at all times, ensuring all retail colleagues complete the relevant e-learning modules.
- Leading a retail team with a customer-first attitude, prompting a customer-focused mindset within the branch, ensuring that customer service is at the heart of everything.
- Adhering to the returns, credits, and warranty processes, therefore, enhancing customer experience and creating frictionless processes.
- Maintaining shelf availability through accurate completion of stock movement processes.
- Delivering a customer-first service through efficient pick-to-manifest times and achieving all service level agreements (SLAs).
- Working collaboratively with the operations and sales teams to ensure they are maximizing customer opportunity.
- Minimizing customer effort, creating frictionless processes by ensuring a robust Click Collect process is placed and adhered to.
- Ensuring the branch is set up for growth through best-in-class retail stores to outstanding stock management and exceptional SLAs.
- Ensuring the retail operations are compliant with the financial audit.
Requirements
- Great communication skills, demonstrating the ability to develop customer relationships and drive customer connectivity.
- High levels of focus, energy, and drive.
- Always delivering best-in-class service to establish customer experience excellence.
- Flexibility of day-to-day tasks to best support the branch with strategic thinking.
