Customer Service Team Leader

**Title**:
Customer Service Team Leader

**Reporting to**:
Head of Customer Experience

**About us**:
Tile Giant is the nation's second largest tiling specialist retailer, offering everything from ceramic and porcelain to natural stone and mosaics, plus tiling accessories. Tile Giant has over 80 stores across the UK plus an ecommerce website. Having been built around the philosophy of providing quality customer service and in-depth product knowledge, Tile Giant find themselves at the forefront of trend-setting designs and decorative fashion whilst continuously offering competitive prices to both trade and retail customers.

Tile Giant are committed to investing in the company to drive sales and brand awareness. To help us meet our ambitious plans for growth, we now have a vacancy for the Customer Service Team Leader.

**Description**:
Customer Service Team Leader role within Tile Giant

This person plays an integral role to managing and continually improving the customer service experience for our customers. You will lead the Customer Services (CS) team and strive to continually improve the experience for customers. You will also be responsible for monitoring quality, delivering training, driving performance, mentoring and coaching team members, producing reports and tracking key performance indicators (KPI’s) to enhance customer experience.

The role will focus on achieving internal service level agreements (SLA’s), delivering team updates and process improvements to provide a consistent and measurable customer experience. You will work closely with other teams to ensure standards and operating procedures are consistent and aligned so that a robust and valued customer service experience is delivered.

This person will lead and be part of a dynamic team.

**Key responsibilities**:

- Achieve monthly targets and KPI’s.
- Support, mentor and be an inspirational leader to your team by leading from the front and helping assist during peak call periods by answering the phone.
- Monitor the quality and accuracy of work within the team.
- Show confidence in handling customer escalations by managing objections and taking ownership to get a full resolution, including relevant written correspondents for formal complaints.
- Implement and manage effective learning and development within your team.
- Motivate your team by ensuring weekly and monthly service levels are exceeded.
- Conduct regular 1:1’s and team meetings
- Champion the customer journey by balancing customer needs with business requirements and presenting a persuasive case for internal change and improvement.
- Manage all CS processes by becoming more proactive and engaging customers early in the process.
- As problem areas for customer service are identified, you must engage the Head of Customer Experience to agree priorities and then engage your CS team to address these areas and make the planned changes quickly and effectively.
- Ensure continual upskilling in CS team through evaluation, development and training of staff.
- Ensure that you build a positive team culture with strong positive engagement.
- Ensure the department operates in accordance with company policies and procedures.
- Enhance the customers journey through an omni-channel environment.

This role description is not exclusive. This person may be required to undertake other duties as directed by management.

Hours: Full Time

**Salary**: Dependent on Experience

Contract: Permanent

Location: Office Based - Leeds LS15 8GB

**Job Types**: Full-time, Permanent

**Salary**: From £26,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Store discount

Schedule:

- 8 hour shift

**Experience**:

- Team management: 2 years (required)

Work Location: One location