Job Description
Job Title: Customer Service Team Leader - Deliveries and Credits Team\nLocation: Leeds City Centre with hybrid working\nSalary: £30,000 per annum\nJob Type: Full-time\n\nOverview:\n\nOur 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.\n\nResponsibilities:\n\nManage and develop Carriers & Credits Executives, fostering a high-performing team.\nProvide continuous coaching, shadowing, feedback, and support to team members to boost customer satisfaction.\nPromote an open, supportive, and collaborative environment through hands-on leadership.\nDrive process development to enhance customer satisfaction while prioritising business interests.\nEnsure all internal and external processes align with best practices for handling queries with a customer-first approach.\nIdentify opportunities to improve team productivity, efficiency, and service quality.\nCollaborate with other Team Leaders to support consistency and alignment across all teams.\nEngage deeply with customer queries to understand key contact drivers and work closely with the Customer Experience team to find and implement solutions.\nTake accountability for team performance, including productivity and quality, and proactively share plans for improvement.\nAct as the point of escalation for complex or high-priority customer issues, ensuring timely and satisfactory resolution, ensuring all customers have a positive experience.\nTrack and manage team attendance and adherence to company policies.\nMonitor internal and external performance, collate feedback, and share ideas for improvement.\nEnsure team members are up to date on changes in processes, tools, company policies, and product offerings.\nEncourage a collaborative and positive work environment where team members feel supported and motivated.\nAnalyse report information and data to proactively suggest process improvements that drive customer satisfaction.What you need:\n\nStrong leadership skills with the ability to motivate and develop staff.\nProblem-solving skills to guide the Customer Service team in resolving queries to a high standard.\nPrevious experience within Retail or Ecommerce.\nPrevious experience within Logistics is a bonus - Not essential.\nExcellent communication skills to share information clearly with your team.\nAnalytical skills to make recommendations based on data and insights.\nAbility to multitask and manage multiple priorities in a fast-paced environment.\nA calm and patient demeanor, even in challenging situations and flawless attention to detail.\nHandles conflict well, ensuring positive outcomes by resolving problems in a timely manner. \n\nOffice Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.\n\nBy applying for this role your details will be submitted to Office Angels.
Our Candidate Privacy Information Statement explaining how we will use your information is available on our website