Customer Service Team Leader

Customer Service Team Leader

Location: Barnwood, Gloucester, UK

Hours: 40 hours per week, Monday to Friday (onsite)

Salary: £32,907

Main Purpose

Lead the Customer Service Advisor team to handle all incoming customer enquiries, ensuring every customer receives the best service and Pooky’s standards and brand are maintained.

Main Responsibilities

* Assist the Head of Customer Service with overseeing the department, including ensuring SLA’s are being reached and processes are being followed correctly.

* Assist with any escalations that have been passed over by customer service representatives.

* Deal with any customer interactions through our omnichannel platform, Gorgias, delivering excellent customer service.

* Deal with any customers in our Gloucestershire showroom, delivering excellent customer service.

* Liaise with other departments within the company to help resolve customer enquiries.

* Lead the Customer Service team to deliver the correct processes expediently.

Skills

* Dedication to delivering excellent customer experience.

* Excellent communication both verbally and written.

* Ability to listen actively.

* Ability to demonstrate empathy and warmth in omni channel responses.

* Ability to manage difficult conversations and/or communications.

* Problem solving approach.

Qualifications & Experience

* Experience with CRM and ERP systems

* Minimum 5 years customer service/retail experience

* Experience of supervising teams
Only candidates based in UK and eligible to work in UK are allowed