Job Title: Customer Service Team Leader - Deliveries and Credits Team
Location: Leeds City Centre with hybrid working
Salary: £30,000 per annum
Job Type: Full-time
Overview:
Our client, who is a fast-growing, Luxury Retailer, is looking for a Customer Service Team Leader to join their vibrant team in Leeds City Centre. This position reports to the Customer Service Logistics Manager and is dedicated to leading and supporting Carrier & Credits Executives. The role ensures that all related queries are addressed with the utmost professionalism, leveraging insights from each interaction to foster continuous improvement. The Team Leader will also analyse relevant data and correspondence to enhance the Customer Experience and ensure an exceptional, high-standard service.
Responsibilities:
1. Manage and develop Carriers & Credits Executives, fostering a high-performing team.
2. Provide continuous coaching, shadowing, feedback, and support to team members to boost customer satisfaction.
3. Promote an open, supportive, and collaborative environment through hands-on leadership.
4. Drive process development to enhance customer satisfaction while prioritising business interests.
5. Ensure all internal and external processes align with best practices for handling queries with a customer-first approach.
6. Identify opportunities to improve team productivity, efficiency, and service quality.
7. Collaborate with other Team Leaders to support consistency and alignment across all teams.
8. Engage deeply with customer queries to understand key contact drivers and work closely with the Customer Experience team to find and implement solutions.
9. Take accountability for team performance, including productivity and quality, and proactively share plans for improvement.
10. Act as the point of escalation for complex or high-priority customer issues, ensuring timely and satisfactory resolution, ensuring all customers have a positive experience.
11. Track and manage team attendance and adherence to company policies.
12. Monitor internal and external performance, collate feedback, and share ideas for improvement.
13. Ensure team members are up to date on changes in processes, tools, company policies, and product offerings.
14. Encourage a collaborative and positive work environment where team members feel supported and motivated.
15. Analyse report information and data to proactively suggest process improvements that drive customer satisfaction.
What you need:
1. Strong leadership skills with the ability to motivate and develop staff.
2. Problem-solving skills to guide the Customer Service team in resolving queries to a high standard.
3. Previous experience within Retail or Ecommerce.
4. Previous experience within Logistics is a bonus - Not essential.
5. Excellent communication skills to share information clearly with your team.
6. Analytical skills to make recommendations based on data and insights.
7. Ability to multitask and manage multiple priorities in a fast-paced environment.
8. A calm and patient demeanor, even in challenging situations and flawless attention to detail.
9. Handles conflict well, ensuring positive outcomes by resolving problems in a timely manner.
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