Customer Care Senior Team Leader

Customer Care Senior Team Leader

Are you looking for a Customer Services Team Leader role for an award winning manufacturing company? Then look no further!

Location:?Lewes (just a convenient 17-minute walk from Lewes train station)
Contract Type:?Temporary
Hourly rate: £17 per hour

The Role
We are on the lookout for a dynamic and experienced Interim Customer Care Senior Team Leader to lead our exceptional Customer Care team during a period of paternity leave. This is a hands-on leadership role perfect for someone with a robust background in customer service and operational improvement, particularly in a fast-paced DTC or eCommerce environment.

What You'll Be Doing

• Lead with Passion:?Inspire and motivate the Customer Care team to deliver top-notch service across all channels-email, phone, live chat, and social media-while maintaining our impressive Net Promoter Score.

• Daily Operations Management:?Oversee daily team activities, including order processing, query resolution, and returns, ensuring that service levels are consistently met or exceeded.

• Complex Problem Solving:?Act as the senior contact for escalated customer issues, resolving them with empathy and clarity.

• Data-Driven Improvements:?analyse customer feedback to identify trends and implement service enhancements.

• Collaboration is Key:?Work closely with fulfilment and operations teams for seamless order handling and efficient issue resolution.

• Support Nutritional Needs:?Coordinate with our Nutrition team to provide personalised support for customer inquiries about health and products.

• Marketing Collaboration:?Partner with Marketing on customer retention and outreach initiatives from a service perspective.

• Monitor Performance:?Report on key metrics, including SLA performance and team productivity, using insights to drive planning and improvements.

• Resource Management:?Own scheduling to ensure adequate team cover during peak times.

• Mentorship:?Lead, mentor, and coach the Customer Care team, fostering professional development and high team morale.

• Systems Oversight:?Ensure effective use of Customer Care systems (Gorgias, Shopify, BrandWise, 8x8) and optimise where necessary.

• Advocate for Customers:?Represent the voice of the customer within the organisation, pushing for improvements across various functions.

Essential Skills & Experience

• Proven experience in a senior customer care or team leadership role, ideally within a DTC or wellness-focused business.

• Strong people leadership skills with a motivational and hands-on approach.

• Excellent communication skills, both verbal and written, with the ability to manage escalations effectively.

• Familiarity with Customer Care tools such as Gorgias and Shopify.

• Highly organised with strong time management skills.

• Analytical mindset with experience utilising data for performance tracking and improvements.

• Solutions-oriented with a proactive, customer-first approach.

Our Values
We pride ourselves on our WILD values that guide our culture:

• Wellbeing:?We prioritise the health of our customers, our team, and our planet.

• Intelligence:?We listen and solve creatively while prioritising relentlessly.

• Leaning In:?We collaborate and hold ourselves accountable, welcoming feedback.

• Dedication:?We strive for continuous improvement, delivering on time and within budget.

Join us in making a difference! We are committed to fostering a diverse environment and welcome applications from all qualified candidates. If you're ready to lead a passionate team and drive exceptional customer experiences, we want to hear from you!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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