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.
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.
* Lead by example and help to motivate the team.
* 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 OB’s high standards.
* Be flexible within the Customer Services team working within a shift pattern that may include overtime, weekend and evening work.
* 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.
* Keep up to date with all Customer Service, delivery, fulfilment and data processes.
* 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
* Free access to our onsite gym
* Quarterly free lunch
* Enhanced maternity, paternity, adoption and shared parental leave
* Equity, Diversity and Inclusivity Voice network and EDI team
* Mental Health First Aider support
* Education and support throughout Looop eLearning platform
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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .