Customer Services Team Lead

3 days ago


Nelson, United Kingdom Plumbworld (Online Home Retail Ltd.) Full time

**Who we are**
Online Home Retail is the home of Plumbworld.co.uk and Plumbnation.co.uk, serving 1000s of customers both within the plumbing trade and general public.

Our people make us who we are. We want you to enjoy and challenge yourself, build a career, and teach us what we don’t know. Our plans are ambitious, and we’re looking for people who want to join us for the ride - our growth will be your growth.

**Do you see yourself as the customers champion? If so, we want you**

**The role in short**
To lead a group of employees to achieve company goals and vision.

**Working 37.5 hours per week, Monday - Friday 10:00 - 18:30**

**Perks of the job**
- 31 days holiday (including bank holidays) bookable in hours making it super flexible for you
- The option to buy and sell annual leave to suit your personal needs
- £200 Wellbeing Allowance per year
- Access to our online platform for e-learning resources, hundreds of retail discounts, cycle to work scheme and car scheme
- Fancy a new bathroom? We offer attractive staff discount to you and your family
- Of course, we offer all the good stuff like life assurance, pension scheme, training and free onsite parking
- Free fruit onsite for employees, delivered weekly

**Onto the nitty gritty**

**The Team**;
- Provide motivation, training, coaching and support to fully develop your team.
- Strong performance in onboarding, maintaining and deploying training plans.
- Conduct regular 1-2-1 meetings with team members.
- Ensure accurate time and attendance recording, including absence and annual leave requests.
- Build open and trusting communications with the team and your colleagues.
- Identify and escalate performance and absence issues to management.

**Management of workload**; including,
- Organise team to ensure that all tickets, calls and live chats are completed to a high level of professionalism on a daily basis.
- Monitor CS team performance and identify development areas for discussion in 1-2-1 meetings.
- Work alongside the team on tickets, calls and live chats.
- Ensure that staff are trained and competent in their role and following organisational standards and requirements.
- First line escalation of customer queries.
- Escalation of relevant other matters to management.
- To perform any additional tasks set out by senior management.

**Health and safety and working standards.**
- Ensuring standards and practices are maintained.

**We’d like to meet someone with**
- Holding a high standard of customer focus and support.
- Reaching solutions and handling pressured situations.
- Self-motivated and motivational to the team.
- Accepts responsibility and accountability for team performance.
- Demonstrates empathy.
- Confident in decision making.
- Confident in both written and verbal communication.

**If this sounds like you, please apply**:
Pay: £34,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Work Location: In person



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