We are currently looking for an experienced team leader to lead & manage a vibrant customer service department for a large reputable e-commerce retailer who specialise in the cosmetics industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
Client Details
Our client is a leading online retailer specialising in premium cosmetics supplying directly to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the beauty industry by blending high-quality offerings with an exceptional online shopping experience.
Description
Key responsibilities will consist of:
* Leading and motivating a team to achieve sales targets and deliver excellent customer service.
* Handling customer complaints, queries, and feedback in a professional manner.
* Usage of dialer systems handling customer matters.
* Processing order queries & complaints.
* Implementing strategic change & overseeing CRM project updates.
* Providing necessary feedback to product placement & marketing teams in house.
* Implementing operational policies and procedures to drive productivity.
* Handle escalated customer queries and complaints, ensuring quick and effective resolution.
* Shadowing & supporting learning & developing colleagues.
* Implement strategies to optimise support workflows and improve customer satisfaction metrics.
* Collaborate with internal teams to address product or order-related issues and enhance the overall customer journey.
* Track and analyse customer service KPIs to drive process improvements and meet operational goals.
* Stay informed about industry trends and customer expectations to continuously refine support strategies.
* Coordinating with other departments to ensure smooth operations.
* Assisting in the recruitment and selection of new team members.
* Reporting of CSR scores.
Profile
A successful applicant should have:
* Prior experience in leadership/mentorship role preferably within the retail, cosmetic, beauty, fashion or e-commerce industry.
* Management experience of handling escalations & disciplinary matters.
* Excellent communication and interpersonal skills.
* Strong problem-solving skills with the ability to handle customer complaints effectively.
* The ability to work well under pressure and make decisions quickly.
* A strong understanding of sales principles and customer service practices.
Job Offer
* Basic starting salay of 29k + DOE.
* Team performance-related bonus.
* Pension contribution.
* Product & in-store discounts.
* Hybrid working with flexibility.
* Free parking.
* Manchester city-based central office.
* New & recently refurbished office environment.
* Free days out & monthly reward incentives.
* Free gym memberships & loyalty schemes.