Team Leader – Customer Care

Department:
Customer Care

Location:
Office, Avonmouth/Filton

Description
Reporting the Head of Customer care and managing a team of 18 customer care team members, you will oversee the day-to-day leadership of a high-performing customer care team, championing service quality, operational efficiency, and team motivation.

This role is instrumental in delivering a seamless and positive customer journey across all support channels. Through effective coaching, resource planning, and performance management, you will help position the Customer Care team as a centre of excellence for both consumer and trade interactions. You will also work closely with the Head of Customer Care to challenge existing processes, champion operational efficiency, and elevate customer satisfaction beyond industry standards.

Things to know:

Hours:
This is a permanent full time opportunity, Monday to Friday, 40 hours per week, with shifts starting between 8:30am and 10am, and finishing before/or up until 6pm.

Location:
This is a hybrid role, working three days per week in our Avonmouth offices, and two days from home.

Team:
You will cross over and hand over with the Evenings Team Leader at the end of your working day.

What Will You Do?
Leadership & Operational Management

• Manage the daily operations of the Customer Care team, ensuring high-quality responses and timely interactions across all service channels (phone, live chat, social media, email).
• Collaborate with the Head of Customer Care on all administrative, team, and people-related responsibilities.
• Act as the first escalation point for customer complaints, providing guidance and solutions to maintain service excellence.
• Ensure smooth shift handovers and consistent service coverage across all operational hours.

Performance Management & KPIs

• Establish, monitor, and report on team and individual KPIs to ensure transparency and accountability across productivity, service quality, and customer satisfaction.
• Continually assess and improve internal processes to drive efficiency and service improvements.
• Escalate potential risks to performance, customer satisfaction, or product integrity to The Head of Customer Care in a timely manner.

Customer Experience & Sales Enablement

• Develop strategies to support customer engagement, repeat business, and revenue growth through excellent service delivery.
• Ensure full compliance with all system access protocols and internal processes.

Team Development & Collaboration

• Support the onboarding and integration of new hires, ensuring consistent training and process understanding.
• Act as a liaison with internal departments and external suppliers to resolve issues effectively and enhance cross-functional collaboration.

Compliance & Standards

• Maintain up-to-date internal process documentation and ensure alignment with regulatory, data protection, and brand standards.

What we are looking for:

• Demonstrable experience in customer service, including team leadership in a contact centre or multi-channel support environment.
• Strong understanding of performance metrics and customer service KPIs.
• Excellent communication, coaching, and conflict resolution skills.
• Proven ability to manage service delivery across extended operational hours and rotating shifts.
• Experience in resource and shift planning, especially during peak seasonal periods.
• Proficiency in using CRM platforms and service management tools (e.g., Zendesk, Salesforce, Spreadsheets etc).

What We Offer You*

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Healthcare Cash Plan (with Dental)
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more

*Some benefit eligibility is based on length of service or contract type