We are looking for a Customer Service Team Leader to join Team OB in our Support Office. This is a full time role working Tuesday Saturday.
As a Customer Service Team Leader at OB you will support the Managers with the day-to-day guidance and operations of the department.
You will be a key part in helping the team to achieve performance targets and provide our customers with a seamless customer journey and experience. Working collaboratively with other Team Leaders, Senior Advisors and the management team to help distribute workloads within department, you will assist with the development of the team and its structure, helping to identify areas of improvement.
Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.
More about the role
An OB Customer Service Team Leader will:
Provide structure for the day with ticket management- streamlining customer contacts and identifying urgent messages, trends and issues.
Check in with the daily team rota and provide flexible solutions where need be and re-allocate tasks to ensure customer needs are met.
Work with the Senior Advisors to support the team throughout the day to ensure customers are responded to, quickly and effectively.
Support the management team with customer and business escalations.
Analyse and take an interest in all CS systems to make sure they are running effectively on a daily basis.
Be confident to lead and support the CS Team independently when need be.
Point of escalation for customer complaints.
During peak and busy periods work to support the team by assisting with the daily workload of emails and phone calls, responding to our customers with OBs high standards.
With support of the CS Managers, run the quality control programme for our team of advisors, analysing their performance and providing regular feedback.
Assist the CS Managers with one to ones, performance reviews and appraisals.
Build strong working relationships with all teams across the business to ensure that we have the right contacts in place to help improve systems and processes.
Support and lead training of all new Customer Service Advisors and provide ongoing coaching and after care.
Be part of planning and strategy meetings for relevant CS projects and peak reviews.
Work closely with the CS Managers to ensure department KPIs are met and exceeded.
Highlight any new trends within the retail environment and help to push the boundaries within our business.
Assist with sending regular system and customer trend reports to the business.
Use existing reports to identify areas of improvement for escalation.
Bonas Benefits:
Generous employee discount up to 50% off all OB products
Free access to our 24 hour employee assistance programme with Care First offering financial, emotional and vocational support
Flexible holiday 30 days (including bank holidays) increasing to 35 days with length of service
Annual discretionary profit related bonus scheme
Free membership for our Westfield Health Cash Plan or Private Medical
What we look for:
Ability and confidence to identify problems and trends and take own initiative to provide and implement solutions with guidance.
A quick thinker with a positive, flexible approach and a can do attitude.
Methodical worker with an organised and structured approach to work.
Excellent written English and communication skills
Great people skills with the ability to manage, train and mentor others to ensure they have the knowledge and skills to perform effectively.
Computer literate with confidence and an interest to learn and explore systems.
A passion for OB as a brand and for leading Customer Service.
Ability to prioritise, juggle and deliver to tight deadlines, whilst maintaining attention to detail.
Previous Senior Customer Service experience and people/team supervising.
Knowledge of or an interest in Consumer Rights.
An independent worker with an excellent work ethic.
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