As we continue our mission to make people happy through chocolate, we’re looking for a Contact Centre Team Leader to join our Brand Contact Centre team on a permanent basis.
Reporting into the Senior Customer Manager, this is a pivotal role in the successful operation Hotel Chocolat’s contact centre (Brand Centre), with accountability for either the Frontline or Offline Teams (Telephone & Email, EComms, Order Processing).
You will lead your team to drive outstanding operational performance, achieving SLAs and KPIs, and managing people and HR issues within your team. You will be confident in dealing with customer queries and escalations and have a true feel for what makes a great customer experience.
With a desire to place the customer at the heart of everything we do, your team will consistently deliver our HC100% happiness guarantee.
As well as a competitive salary and a range of company benefits, you’ll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.
The on-site location for this role is our Support Office, ‘Mint House’, in Royston, Hertfordshire. Our home from the very beginning, it’s just off the A505 and 10 minutes’ walk from Royston train station, with direct rail links to London King’s Cross.
Our brand centre operates Monday to Friday between 8.30am and 7pm, and Saturdays between 9.30am and 5pm. Your shifts will work on a rotating shift pattern Monday to Friday: 8.30am – 5pm/9.30am – 6pm/10.30am – 7pm and work 1 in 3 Saturdays.
What you’ll be doing….
1. Working closely with the Resource Planner to ensure headcount is closely monitored for your functional area, reporting areas of potential risk or impacting issues, whilst aligning to Budget.
2. Making proactive recommendations for continuous improvements based upon quantifiable data and Voice of Customer experience to drive budget cost savings and achievement of KPIs.
3. As part of the wider Brand Centre Senior Leadership Team, you will support people development, operational excellence, and cost efficiencies.
4. Supporting the recruitment of new team members and the exit process for team members to meet business standards and reduce risk.
5. Supporting 1:1 and Goals and Objectives standards, setting tangible targets that align with team and business strategies.
6. Supporting Senior Customer Manager with delivery of our Business, Brand and People Shapers.
7. Leading, coaching and developing a core permanent group of Senior Support Agents and Agents, bolstered by additional temp staff during seasonal peaks.
8. Be a main point of contact for Outsource Partner escalations and delivery partners.
9. Ensuring the performance of Outsource Partner agents are in line with in-house standards and KPIs, addressing any challenges with a development plan.
10. Continually monitoring the quality of our service and be responsible for achieving targets and consistency for number of contacts monitored.
11. Ensure that operational grip is always demonstrated, with agreed governance delivered consistently for your area (including regular 1:1’s, Team Meetings, objective, and goals setting/reviews).
12. Driving outstanding performance for your area, with reference to the delivery of the balanced scorecard KPIs (EAQ – Efficiency/Adherence/Quality).
13. Working collaboratively with your other Team Leaders, ensuring on floor duty management always operates.
14. Providing an initial escalation and resolution point for all customer related issues and complaints, and your functional area.
15. Supporting the Senior Customer Manager, deputising as needed.
16. Opening/closing the building in the absence of other designated resource.
17. Be a point of escalation for any Vocalcom or systems failures, working with stakeholders to resolve quickly, whilst keeping our front-line teams operational for our customers.
18. Be part of the Disaster Recovery Plan and play a part in keeping the Brand Centre operational in the event of any unforeseen events that challenge our channels and our service.
Who you are…
You are passionate about problem-solving to reach a solution that guarantees customer satisfaction every time. You are a natural people leader, with great team management capabilities to drive and derive and develop your high performing team to be the best.
Essential
19. Established contact centre experience in a Senior Agent/Customer Service leadership role.
20. Fully competent in use of Microsoft applications
Desirable
21. NVQ Certificate Level 4/Diploma in Customer Service
Who are we?
We’re one of the UK’s favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol and our pioneering drinking chocolate system, the Velvetiser™.
A cacao pod takes years to grow – it can’t be rushed if it’s going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.
Now, we’re market leaders in the industry. What began as an online-only business grew to over 100 stores across the UK, and we’re still growing… Today, we’re multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers and suppliers all benefit from the success we make together.