Job Title:
Customer Service Team Lead
-----------------------------------
About the Job:
As a Customer Service Team Lead, you will be responsible for leading a team of customer service representatives in providing exceptional customer experiences. You will be the point of contact for customer inquiries and concerns, and will work to resolve issues in a timely and professional manner. You will also be responsible for coaching and developing your team members to ensure they have the skills and knowledge needed to provide excellent customer service. -----------------------------------
Key Responsibilities:
* Friendly and thoughtful service – you’ll give friendly, welcoming, easy, helpful and thoughtful service every day.
* Develop your team’s capabilities through coaching and training, fostering an inclusive culture where everyone’s voice is valued and respected.
* Make sure that the store remains safe, legal, and fully operational.
* Manage diligence checks and stock accuracy to make shopping a great experience for our customers.
* Support your manager by deputising when they’re not working and delivering a variety of HR processes.
* Lead the way when introducing new products and services in your store – work closely with your team to implement change and encourage open and honest feedback.
-----------------------------------
Requirements:
* A genuine care for the needs of customers and members.
* The ability to strike a balance between leading and supporting your team and rolling up your sleeves on the shop floor.
* Great people skills, with the ability to build positive relationships with customers and colleagues.
* Strong organisational and problem-solving skills.
* A desire to learn, grow and develop your leadership skills.
* The flexibility to work a range of different shifts.
-----------------------------------
Benefits:
* Full, paid training and dedicated support for your personal development and career progression.
* A pension scheme with up to 10% employer contributions.
* Wagestream– a money management app giving you access to a percentage of your pay as you earn it.
* 36 days of holiday (including bank holidays, pro rata for part time colleagues).
* Virtual healthcare services for you and your family, including access to GP appointments, eye care, mental health support, and nutrition and fitness consultations.
* 24/7 employee assistance service.
* Rota shared three weeks in advance and accessible on your phone.
* Cycle-to-work scheme.