Every exceptional customer moment starts with our people
At TFG London, we believe that its our team who bring our house of brands to life. All our colleagues across Hobbs, Phase Eight, Whistles, and Inside Story play a vital role in our success story and that story is only getting more exciting!
Were looking for an energetic and people-focused Customer Care Team Leader to join our team and help us deliver the exceptional service our customers expect across all our brands. This full-time role is hybrid, working one to two days a week in our office in Hoo, Kent.
What youll do As our Customer Care Team Leader, youll play a key role in keeping our customer service department running smoothly and efficiently every day. Youll:
Lead and support the customer service team, ensuring everyone is motivated, productive, and well looked after.
Oversee the day-to-day operations, making sure we meet our service level targets across all contact channels.
Handle escalated customer queries quickly and effectively, turning challenges into opportunities to strengthen loyalty.
Monitor KPIs, spotting ways to improve quality, processes, and team performance.
Collaborate with other departments and stores to ensure seamless communication and great customer experiences.
Coach and develop your team through regular one-to-ones, feedback, and training opportunities.
Champion continuous improvementsharing ideas, streamlining processes, and celebrating success along the way.
Who youll be Youll be a natural leader who brings out the best in others. Youll have a genuine passion for people and customer service, along with the confidence to make decisions and drive results. Youll also have:
Proven experience leading or supervising a customer service team.
Strong communication and problem-solving skills, with a calm, approachable style.
Excellent organisational skills with the ability to manage priorities and adapt to change.
A positive outlook and a collaborative spiritsomeone who motivates, supports, and inspires others.
Whats in it for you
It's not just what you can do for us. Throughout We will give you the tools and the time to develop your career in the direction you want to go. Alongside that, we have some great benefits which include:
Generous colleague discount up to 70%
Up to 28 days holiday entitlement per annum
Financial and Wellbeing assistance
Enhanced Maternity package
Virtual GP service unlimited access 24/7
If you want to join us and create moments that matter, wed love to hear from you.
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