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Customer Service Team Lead

3 months ago

UK, UK, United Kingdom Get Laid Beds Full time

Customer Service Team Lead

Salary: £29,000 with additional £3,000 loyalty bonuses

Hours: Monday - Friday 9am - 5pm, Occasional Saturday working on a rota basis (circa 1 in 4 Saturdays). Some flexibility required until 8pm on occasion.


Get Laid Beds is expanding and we need YOU


An exciting NEW opportunity has become available to support our amazing Customer Service Manager. We are looking for the right person to take this position on.


As Customer Service Team Leader you will be a trustworthy, responsible and a highly reliable member of the Customer Service team. You are to assist the existing Management team with guiding a team of Customer Service Administrators through their daily tasks and ongoing queries. You will need to be able to make the correct informed decision when faced with unique challenges or questions.


The Role:


First and foremost you will lead by example and provide the best customer service to our customers.

You are required to adhere to and assist in enforcing best practices within the Customer Service team. You will actively guide a team of Customer Service Administrators, work alongside the Technical Supervisor and report directly to the Customer Service Manager.

This new role will play a key part in ensuring the smooth daily running of the Customer Service team alongside completing your specific daily tasks.


Experience:

  • Previous experience in an office or administrative supervisory role.
  • Strong knowledge of customer service principles and practices.
  • Excellent phone etiquette and communication skills.
  • Proficiency in using computer systems.
  • Demonstrated ability to assist and guide a team effectively.
  • Strong organisational and clerical skills.


Responsibilities

  • Assist in managing a team of Customer Service Administrators.
  • Train new employees on company policies, procedures, and customer service best practices.
  • Monitor and evaluate performance with the guidance of the Customer Service Manager.
  • Provide coaching and feedback to improve performance and ensure high-quality customer interactions.
  • Handle escalated customer inquiries or complaints in a professional and timely manner.
  • Collaborate with other departments to resolve complex customer issues.
  • Maintain accurate records of customer interactions and transactions.
  • Assist in developing and implementing customer service policies and procedures.
  • All aspects of front line Customer Service and other duties as required.
  • Occasionally you will be required to assist with the opening and closure of the business within the full opening hours of the customer service hours.


Benefits

  • 35h week permanent position: Because we believe in the power of beauty sleep.
  • 9am - 5pm with 1 hour lunch: Fuel up for your daily adventures We will require some flexibility here - opening hours are 9am - 8pm, we may need cover until 8pm on occasions.)
  • We rotate working on a Saturday (about every 4th Saturday) where hours are 10am - 4pm. If you work a Saturday we offer a day off during the week.
  • Incremental annual bonus after 2, 3 and 4 years of service - £1000 each year so in 4 years you could be earning £32
  • We work on Bank Holidays (except Christmas Day and Boxing Day): You’ll get to use your 28 days holiday whenever you like Bank Holiday hours are 10am - 4pm.
  • Free on-site parking, free tea and coffee
  • Statutory pension
  • Generous product discounts
  • Table tennis - just for fun
  • Full equipped kitchen at your disposal all your culinary needs


Apply Now


Ready to make your mark? Apply now and start your journey with Get Laid Beds. Our application process includes an informal conversation about the role and a two-stage interview process with our Marketing team (one by video and one at our head office Barn).


Get Laid Beds is more than just a workplace; it's where your career dreams come true. Let's build a brighter, comfier future together