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Form of work
SalaryOur client are the leading scale player in a specialist market - maternity and nursing wear - with 20 years of experience behind them doing this and nothing but this. What they stand for is more than just fashion and clothes. They help women feel confident in their changing bodies and enable them to continue to express the choice and style they had prior to pregnancy and during pregnancy, whilst providing them with product innovations that make motherhood a breeze.
They are highly international (more than 2/3 of sales are from markets outside of the UK) and highly digital - an early embracer of eCommerce and the channel now represents 90% of their revenue. Also a digital marketing machine: acquiring customers profitably from first order, with more than half returning for a second order during the current pregnancy and more and more coming back again when the family grows further. This all contributes to market leading profit and product margins and double-digit growth rates across the world.
Purpose of the role -
In the role of Customer Care Supervisor, you will report to the head of Customer Care. you will exemplify a passionate commitment to excellence as you lead and cultivate a high-performing team of Customer Care professionals. With a sophisticated approach to leadership, you will inspire a culture of positive communication and collaboration, steering the team towards the pinnacle of customer service. Your overarching objective is to orchestrate seamless solutions for customers on their initial contact, thereby elevating satisfaction, loyalty, and retention to the highest level of excellence.
Key Responsibilities
* Lead and guide the team in effectively addressing and resolving intricate customer queries, ensuring a high level of customer satisfaction
* Spearhead the optimisation of customer contact streams, including telephone and emails, to streamline communication processes and enhance customer experience
* Manage and prioritise customer contact streams for enhanced efficiency
* Conduct regular team performance reviews and appraisals to identify strengths, areas for improvement, and opportunities for professional development
* Exceed both team and personal KPIs to uphold exceptional performance standards, driving a culture of excellence and continuous improvement
* Oversee the daily workloads of team members, making strategic adjustments for optimal coverage and adherence to established procedures
* Serve as the brand ambassador on public platforms like Trustpilot, responding to customer feedback promptly and effectively to maintain and enhance the brand's reputation
* Evaluate and embed new processes to improve the overall efficiency and effectiveness of the customer service team
* Compile and deliver weekly reports to the Department Head and Commercial Operations Director, providing insights, performance metrics, and actionable recommendations for continuous improvement
* Take charge of team coordination, overseeing rotas, timesheets, and performance management to ensure a well-functioning and motivated team
* Act as a liaison with the Product Design team, utilising customer feedback to raise product concerns or suggestions for improvement, fostering a feedback loop for product enhancement Requirements
* Proven experience in a customer service role, demonstrating a successful track record in a supervisory or leadership capacity
* Minimum 3 -5 years managing a customer service team, showcasing the ability to lead and inspire a group of Customer Care agents
* Exceptional communication skills, both written and verbal, to convey information clearly and inspire a culture of open and constructive communication
* Analytical skills to monitor team performance, make data-driven decisions, adjust workloads, and compile insightful reports for management
* Demonstrated leadership and management skills, including the ability to motivate, mentor, and develop team members to achieve their full potential
* Proactively managing escalations, problem solving and end to end ownership of issues/escalations with detailed investigations conducted in timely manner
* Flexibility to adapt to a dynamic and fast-paced Customer Care environment, ensuring efficient and effective resolution of customer issues
Excellent range of Benefits!
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