Customer Success Team Leader

**This is an amazing opportunity to join a fast growing, dynamic business**

Are you a highly organised, efficient and accurate person who is wanting to achieve a great job every day? Do you have a passion for delivering excellent customer service?

This could be the role for you

Furndeco Limited are looking for a proactive and ambitious individual who wants to be part of our journey as a Customer Success Team Leader.

If you are someone who has excellent interpersonal skills and is comfortable working in a fast paced environment, then we’d love to hear from you.

**Working at Furndeco Limited**

Our people are important to us, and they are at the heart of our business. Furndeco is a fast-paced environment, but we will provide you with the support and encouragement you need to thrive. We foster a culture based on hard-work, team spirit and collaboration; so we are all working towards common goals and we all share in our successes. We are situated in a brand-new building with easy access to the M5, within reach of great retail facilities.

**The Role**:
Working closely with the Customer Success Manager to help ensure that Furndeco deliver best in class customer service by providing an exceptional experience to our customers across all channels. Support the Customer Success Manager to develop the Customer Success Strategy in line with the company vision.

Provide leadership and direction for the Customer Success team, develop our people and nurture talent.

**Key Responsibilities**
- Manage and lead the Customer Success team, motivates team members, set objectives and assesses performance.
- Deliver 1-2-1’s, performance reviews, RTW’s and team meetings.
- Supports the CS Manager across a range of activities including recruitment, training, project work and any other management duties as required.
- Be first point of contact to assist the team with queries, escalations and daily support when needed.
- Carry out quality monitoring and feedback with guidance to team members on improvements.
- Ensure adherence to policies and processes and support with decision making in line with processes.
- Provide exceptional customer service and set the standards for the team to follow.
- Be the first point of contact for support with the Aftersale, credit and refund approval process and work with Accounts to ensure this process is followed correctly.

**Performance Indicators**
- Improve the customer experience, engage with customers and facilitate growth
- Workforce management and workload planning.
- Awareness and adherence to cost control and departmental budgets.
- Adherence to KPI’s and SLA’s
- Encourage continuous improvement initiatives with review of systems and processes
- Understanding the value in measuring and reporting mechanisms to share with the wider business

**Key attributes required**:

- Excellent Customer service and Leadership skills
- Capacity to work in a high pressure, deadline driven environment
- Excellent standard of communication skills both verbally and written
- Can demonstrate strong levels of determination and resilience
- Great at decision making
- The ability to innovate and inspire
- Proficient in a range of IT systems
- Coaching and feedback for team members
- Confidence and skilful negotiating techniques
- Strong organisational ability

**What We Offer**
- Endless free tea and coffee
- Private medical insurance
- Death in Service Cover
- Employee Assistance Programme
- Free on-site parking
- Great working environment with new & modern offices
- Birthdays off

**Salary**: £28,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Gloucester, GL2 2AH: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Leadership: 1 year (preferred)
- Customer Service: 3 years (required)

Work Location: One location

Reference ID: Customer Success Team Leader