Job Description
Dermapure Clinical is dedicated to providing reliable, measurable and exceptionally high-quality customer care. Our Customer Care Team Leader must demonstrate strong and capable leadership qualities with the ability to ensure exceptional customer care delivery across the team, resolve all types of customer enquiries and issues and ensure new business targets are met.
ROLE OBJECTIVES:
To ensure the efficient and effective running of the customer care team, representing the business and our brands in the best way possible. To ensure personal and team activity follow the protocols set by the business using the tools provided to deliver the best service and measure outcomes. To work in collaboration with other departments and suppliers to provide our customers with the best experience, from initial contact through to product delivery, training and the handling of any queries or complaints.
Priority should be given to making Dermapure Clinical’s customer service a USP of our business, ensuring our reputation in the industry is impeccable, leading to us being the skincare solutions provider of choice for those our sector.
RESPONSIBILITIES
Targets & Data
* Track customer service activity and outcomes, across all means of communication (external and internal calls, emails, sales funnels eshots, welcome packs, etc)
* Track new business activity and outcomes
* Report weekly team metrics to Management
* Track the team’s progress in relation to department goals and implement training or improvements where needed
* Manage customer feedback surveys and data to improve the quality of service
* Generate reports regarding customer care issues and suggest improvements to prevent repeat issues
* Report department data and findings to Management
Workflow
* Manage daily workflow across the Customer Care Team
* Improve department operations and achievements where possible to maximise department operational performance
* Liaise with other departments, suppliers and customers where required
* Manage complaint resolution
* Suggest improvements to processes and procedures
* Implement changes to prevent repeat of errors or issues
Team Management & Development
* Supervise, support and motivate a team of Customer Care Representatives
* Drive the team to exceed targets at every opportunity
* Set an example through delivering the very best customer care to prospective and existing customers
* Oversee digital and verbal customer interactions, offering suggestions for improvement where relevant
* Arrange and manage internal meetings keeping the team on target and management abreast of progress
* Arrange team CPD as required
* Manage team members including appraisals and reviews in line with the business’s policies
* Enforce company ethics, policies and procedures
SKILLS
* Demonstrated experience in customer service
* Clear verbal and written communication skills
* Proven people management techniques
* Dedicated to meet and exceed customer needs
* Motivated to exceed targets and develop a team
THE ROLE
This position is full-time, based in our Head Office in Weybridge. Your office hours will be ?????
Additional hours or tasks outside of this job description may be required in line with the demands of the business.
This position is salaried with the opportunity to earn commission.
ABOUT THE COMPANY
Dermapure Clinical is one of the country’s leading skincare distribution and business solutions companies, supporting world-leading brands in the skincare, beauty, wellbeing and aesthetic sector.
We operate a customer-centric business, offering far more than product sales. We provide our customers with the very best training and support to develop their business success in line with our own. We forge partnerships for the greater good of our industry and to benefit every individual who chooses one of our brands.
Our company ethos isn’t about being good – it’s about being the best.