Customer Service Team Leader

Customer Service Team Leader

Guildford (Hybrid)

£25k/£28k

Role:

The Customer Service Team Leader manages the daily operation of the Customer Service team, ensuring that customer issues are managed in a timely and knowledgeable manner. Ensuring that all individuals work together as a team to deliver a consistent and industry leading Customer Service experience for all.

Responsibilities:

? Leads the team as brand and product ambassador ensuring consistent representation of the company and its products, services and promotions. Supports the team in resolving customer issues and enquires across all communication platforms: 'phone; email; and onsite chat during spikes in inbound traffic and key trading period.

? Monitors team performance to ensure a consistent and timely service is delivered across all communication platforms (email, 'phone and chat). Reports to Customer Success Manager on key KPI's and proactively suggests new ideas or process improvements to ensure we deliver to targets.

? Draws up weekly shift rotas, shift responsibilities and ensures team work within the agreed framework.

? Takes full ownership for all admin tasks such as Trustpilot reviews, courier claims, monitoring Braintree/fraud, PayPal disputes and placing department orders.

? Delegates and monitors the completion of the CS Team daily admin tasks such as returns, courier issues, swatches, short picks,customer feedback and any other ad hoc tasks.