Social Community & Customer Care Team Leader - 12 month Maternity Cover, London
Location:
London, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Description:
About Charlotte Tilbury Beauty
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.
Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets, with over 2,300 employees globally who are part of the Dream Team making the magic happen.
Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches, all with an internal culture of embracing challenges, disruptive thinking, and winning together.
About the role
We currently have an opportunity within the customer service department for a Team Lead position. The Team Leader will organize the team’s daily operations, oversee customer service workload, and lead by example through demonstrating Charlotte Tilbury values. Please note, this is a 12-month maternity cover.
As a Social Community & Customer Care Team Leader you will:
* Set daily goals and motivate the team to achieve these goals.
* Foster a results-driven environment leveraging agent strengths to meet and exceed department targets.
* Challenge ways of working to improve overall CSAT scores and reduce response times.
* Act as a point of contact for advisors and assist with system-related queries.
* Conduct monthly 1-2-1s and provide real-time feedback to ensure continued development.
* Monitor and evaluate agent quality of tickets and chats to ensure agents meet quality criteria.
* Determine areas of improvement to overall customer experience and provide regular updates.
* Act as a confident third point of escalation for customer complaints.
* Flag any unusual incidents or recurrent issues impacting customer experience.
* Monitor productivity ensuring the team consistently hits KPI targets.
* Engage in difficult conversations and performance reviews, coaching team members.
About you
* Sincere, patient, resilient, adaptable, and positive attitude.
* Strong computer literacy and passion for systems.
* Excellent people skills with strong verbal and written communication.
* Experience giving developmental feedback and comfortable with 1 on 1 coaching.
* Passionate about service, acting as customer advocate.
* Previous experience within a digital e-Commerce business is preferred.
* Previous beauty industry experience is a plus.
* Experience leading a team of 10+ agents.
Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets and striving to deliver the best are key. We welcome applicants with diverse backgrounds, cultures, voices, beliefs, and perspectives.
Be a part of this values-driven, high growth journey with an ultimate vision to empower everyone, everywhere.
* We’re a hybrid model with flexibility.
* 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday.
* Inclusive parental leave policy.
* Financial security with our pension and life assurance.
* Wellness and social benefits including Medicash and Employee Assist Programs.
* Bring your furry friend to work on allocated dog-friendly days.
* Generous product discount and gifting!
Note: If you are NOT a passport holder of the country for the vacancy, you might need a work permit. Bank or payment details should not be provided when applying for a job. All applications should be made via the 'Apply now' button.
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