Customer Support Team Leader

Job Introduction
We are currently recruiting for a Customer Service Team Leader to join our Central Operations Team based at our Head Office and Distribution Centre in Gillmoss, Liverpool.

As a Customer Service Team Leader, you are responsible for leading and coaching a small team of Customer Support administrators.

You will manage the team to work effectively and efficiently, maximising quality and accurate outputs first time. You will lead and coach the team to meet performance targets and deliver a first-class experience to our internal and external Home Bargains customers.

Job Overview
- Managing a team of 5 advisors, monitoring quality of work, delivering training and continually driving their performance.
- Lead by example ensuring we achieve and exceed internal service level agreements (SLA’s) and continually seeking new ways to improve service delivery
- Hold 121’s with the team members to ensure employees are hitting their targets, supporting with development and mentoring/coaching where necessary. Provide training to the team, ensuring that they stay up to date with company procedures.
- Assist in the efficient and effective planning of the Customer Support department including planning rota’s and holidays whilst meeting customer expectations and service level agreements.
- Contribute to the continuous improvement of our internal systems and practices by using data, identifying potential areas for improvement, suggesting amendments and implementing change.
- Maximise the functionality of the Customer Relationship Management (CRM) software (Zendesk) to automate process as far as possible.
- Ensure support and deliver outstanding customer service to both internal and external customers
- Point of escalation for any complaints/queries, preventing them from being taken to external sources.
- Maintenance of confidentiality of information in compliance with General Data Protection Regulation (GDPR) including the development and maintenance of information management and record-keeping systems related to areas of responsibility

Minimum Criteria To Apply
- Experience of supervising others and leading a team in a similar fast paced, service industry environment.
- Good knowledge and understanding of customer service within retail and the ability to handle customer escalations and take ownership of issues until they are fully resolved
- Outstanding written and verbal communication skills are essential
- Experience of working in a customer service environment
- Computer proficient (Microsoft Office, Internet Explorer)
- Experience working with a CRM platform (i.e. Zendesk)
- Excellent judgement and ability to solve problems
- Ability to work as part of a team

About The Company
TJ Morris Limited trading as Home Bargains is a privately owned family run discount retailer selling top brands at the lowest possible price on the UK high street.

Having started more than 40 years ago in Liverpool our customers continue to be at the heart of everything we do and throughout our 580 stores we have over 4.5 million customers each week.

With plans to increase our store portfolio to 900 stores throughout the UK we are a fast-paced retailer opening 50 stores a year (nearly one every weekend) - and we wouldn't have it any other way

Package
- Competitive salary
- 37.50 hours per week, working any 5 days between Monday to Saturday
- 5.6 weeks paid holiday per year including bank and public holiday allowance rising to 6.6 weeks upon 5 years' service
- Contributable Company pension scheme
- Onsite subsidised Health and Fitness Centre (£5 per month)
- Subsidised canteen
- Access to sport and social events
- 10% store discount
- Free car parking