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Customer Contact Centre Team Leader
2 weeks ago
**We have an exciting opportunity for a Customer Contact Centre Team Leader to join the UK’s largest specialist wine retailer**
**Who are we?**
Majestic is the UK’s largest specialist wine retailer, operating a network of over 200 stores nationwide. Founded in 1980, the company recently passed back into private ownership following the acquisition of Fortress Investment Group and has undergone anambitious transformation and turnaround programme. The results of which are now being seen, with record market share growth, a new and improved product range, a new website and six new stores - with a pipeline for future expansion over the next five years.With no minimum purchase, the Majestic range includes over 1,100 different wines, spirits and beers both online and in-store. Majestic’s key strength is over 1,000 WSET-trained colleagues offering knowledgeable, friendly service across all channels.
**The Role**
At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team. As a Customer Service Team Leader, your role is to lead your team of 10 advisors to deliver 5 star customer experiences with eachinteraction. As a dedicated coach, you seek out opportunities and work with your team to continually develop them. Along with your peers, you support the day-to-day success of the department, ensuring we are delivering against all KPI’s.
**Key Responsibilities**:
- Responsible for inspiring, motivating and coaching your team to deliver against all performance metrics including CSAT, quality and productivity
- Managing the day-to-day running of the contact centre and all KPI’s
- Ensuring we have the right resource on all tasks to maintain customer SLA’s, i.e. effective queue management
- Using reporting, insight and data to identify opportunities for improvement and creating action plans to improve the customer experience
- Communicating clearly and effectively with your team and stakeholders across the business
- Driving value-add activities through outbound campaigns
- Leading engaging and inspiring performance meetings with your team
- Completing quality assessments and identifying learning points for each individual and the collective team
- Identifying contact trends and creating solutions to enhance the customer experience
- Being a point of escalation for complex queries, supporting with customer escalations when required
- Focusing on the continual development of yourself and your team. Supporting your team to reach their career goals
- Compiling and presenting monthly performance and insight summaries
- Leading projects that support the customer journey, team experience and commercial success
- Supporting in incident management when required
**Knowledge & Skills Required**:
- Experience leading a team in a Customer Service environment
- A passion for providing 5-star customer service and inspiring your team to do the same
- Excellent written and verbal communication skills with the ability to adapt your approach for different individuals
- Experience coaching a team to deliver against performance metrics, including CSAT, quality and productivity
- Experience in leading performance reviews against a set of objectives
- Demonstrated success delivering performance improvements across your team
- Experience driving value-add activities across your team
- Able to adapt to changing situations and effectively support your team through change
- A proactive attitude - always looking for opportunities to enhance the experience of our customers and our teams
- Excellent organisational and time management skills
- Experience in managing HR issues effectively
- Flexibility to work shifts, including weekends
**What's in it for you**:
- A competitive salary & performance related bonus
- Up to 20% Staff Discount
- 29 days holiday, including public and bank holidays and we also have a Holiday Purchase Scheme
- Life Assurance (Worth 3 times your annual salary)
- A contributory Company Pension Plan
- Career development opportunities - we are passionate about nurturing our internal talent, offering career progression supported by our excellent in-house training schemes
- Fantastic incentives that take you around the world to explore our different vineyards.
- Free parking on site with electric charging points
- Access to Retail Trust which includes: Retail Rewards including Instant savings with discounted e-vouchers, discounted reloadable shopping cards, gift vouchers and gift cards, Discounts of up to 30%, Access to free counselling and support phone line
- Company maternity, paternity and adoption leave after 26 weeks
- Long service rewards.
- Company sick pay scheme
**Job Specifics**:
- **Contract Type**: Permanent
- **Location**: Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office
**No Agencies Please** - We thank you for your interest in working with Majestic Wine, however, we have a PSL who will be supporting us if needed. We will not pay fees or acknowledge any CV's supplied to Majestic Wine unless you have been briefedon the role by a member of our Talent Team.
