CommuniTEA Experience Supervisor

Reporting To: Customer Experience Manager

Location: Hybrid (2 days in office)

Contract Type: Full-time

Who are Bird & Blend Tea Co.?

Bird & Blend Tea Co. is an eco-conscious, people-focused, award-winning & B Corp-certified Tea Mixology company on a mission to spread happiness & reimagine tea!

Bird & Blend was set up & is run by Krisi & Mike, who met whilst studying Politics (of all things!) at university.

Building Bird & Blend from scratch while staying true to their ethos & values has been Krisi & Mike’s passion for over 10 years.

From the early days of packing tea in their bedroom & attending markets, to now, with an awesome team, multiple retail stores & a thriving international online store, Bird & Blend is leading the way in tea innovation in the UK.

Bird & Blend has grown out of a core belief in doing business in a better way. This is ultimately our why - it’s why we are in business & what we believe in. Of course, we want to welcome as many people as possible into our Magical World of Tea but fundamentally it’s what we care about other than great tea that makes us magical.

You can read heaps more information about us and our mission here: https://www.birdandblendtea.com/pages/our-story

The Business Context & Purpose

Currently, we have over 200 employees across our warehouse, retail locations, and support centre functions. We currently have 25 stores across the UK, so have grown rapidly in the last 2 years.

Over The Next 3 Years, Our Purpose Is To Be Known & Loved As a Great Place To Work, That Empowers Our People To

• Deliver awesome experiences that make our customers smile
• Build a community of ambassadors to tell the story and spread the word
• Develop trailblazing products & experiences in our magical world of tea
  
  

Why We Need You

At Bird & Blend, our customers, affectionately known as 'Teabirds', are at the heart of everything we do. Delivering exceptional, above-and-beyond service isn't just a goal—it's our passion! As we continue to grow both online and in-store, we're looking for a dedicated and enthusiastic Customer Service Team Supervisor to join our CommuniTEA Experience team. If you love making people smile, solving problems, and sharing your passion for our magical world of tea, we want to hear from you!

What does a Customer Service Team Supervisor do?

Our CommuniTEA Experience team is responsible for all inbound communication channels, ensuring that every customer receives the same high levels of service and brand passion remotely as they would in our stores. We’re passionate about building meaningful connections and creating magical moments that leave every customer feeling valued, heard, and appreciated.

As a Customer Service Team Supervisor within our CommuniTEA Experience team, you'll play a pivotal role in ensuring our customers receive exceptional service across all inbound communication channels (phone, email, social media, and live chat). You'll lead a team dedicated to building meaningful connections and creating magical moments, mirroring the high-quality experience our customers enjoy in our physical stores.

Key Responsibilities

Team Leadership And Development

• Mentor: Oversee and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Feedback: Provide regular coaching, feedback, and training to ensure team members are equipped to deliver outstanding service and achieve performance goals.
• Spreading Happiness: Promote a culture of "Spreading Happiness" by leading by example and inspiring the team to create magical customer experiences.
• Customer Interaction: Deliver outstanding service via phone, email, chat, and social media, ensuring every customer feels valued and heard. We’re Spreading Happiness by creating magical moments for our customers and making their day brighter through every interaction.
• Issue Resolution: Effectively manage and resolve customer complaints, concerns, or issues professionally, empathetically, and efficiently. We Give & Take Empowerment, handling every situation with confidence and care, while taking responsibility to provide the best solution.
• Product Knowledge: Develop and demonstrate in-depth knowledge of Bird & Blend products enabling you to provide accurate and helpful information to our customers. We’re Passionate People, and that passion drives us to deliver exceptional customer interactions and experiences that feel special and magical.
• Order Assistance: Support customers with order placements, tracking, returns, and exchanges, ensuring they receive a smooth and seamless experience with every step.
• Feedback Handling: Gather and share customer feedback to continuously improve our service. We’re Always Moving Forward, always eager to learn from our customers and improve the way we do things. We embrace change and adapt to ensure we’re delivering the best possible service.
• Customer Retention: Build lasting relationships by providing a personal touch, making each Teabird feel special. As individuals, we celebrate what makes every customer unique and bring our authentic selves to every interaction.
• Collaboration: Work closely with other teams to ensure a seamless and joyful customer experience. We Are One Team!, collaborating and helping each other to create moments of magic, no matter what department we belong to.

• Proven experience leading and mentoring customer service teams, with a demonstrated ability to foster a positive and productive work environment.
• Experience in coaching, training, and performance management, with a focus on developing team members' skills and maximising their potential.
• Ability to inspire and motivate a team to consistently deliver exceptional customer service and achieve performance goals.

• Excellent verbal and written communication skills, with the ability to clearly articulate expectations, provide constructive feedback, and communicate effectively with both team members and management.
• Strong interpersonal skills, with the ability to build rapport and maintain positive relationships with colleagues and customers.

• Advanced problem-solving abilities, with a proactive and resourceful approach to resolving complex customer issues and team challenges.
• Ability to make sound decisions under pressure and take ownership of outcomes.
• Ability to effectively manage escalation procedures.

• Experience in monitoring and evaluating team performance against established KPIs, ensuring adherence to service standards and quality benchmarks.
• Ability to identify and implement process improvements to enhance efficiency and effectiveness.
• Experience with the creation and implementation of training documentation and procedures.

• Familiarity with customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and CRM systems, with the ability to train and support team members in their use.
• Proficiency in G-Suite Applications (Gmail, Google Docs, Google Sheets) or similar productivity tools, with the ability to generate reports and analyze data.

• Strong emotional intelligence and empathy, with the ability to handle difficult situations with care and maintain a calm and professional demeanour.
• Ability to foster a culture of respect and inclusivity within the team.

• Strong organisational and time management skills, with the ability to prioritise tasks, delegate responsibilities, and manage multiple projects simultaneously.

• A proactive approach to learning and development, with a commitment to staying up-to-date on industry best practices and emerging customer service trends.
• Ability to ensure that the team is following established procedures and standards and that they are consistently improving their skills.

Are there any perks?

Of course there are, for all the hard work you will get:

• We are proud to be a Sunday Times Best Places To Work 2024 employer.
• Friendly and supportive team culture: Enjoy working alongside a team of like-minded individuals who value collaboration, camaraderie, and fun in the workplace.
• Membership of company pension scheme (if applicable): Secure your financial future with enrollment in a company-sponsored pension scheme, ensuring peace of mind and financial stability in retirement.
• Holiday accrual that grows with loyalty: Enjoy 25 days holiday (plus bank holidays ) as a token of appreciation for your dedication and loyalty to the organisation, providing you with ample opportunities for rest and relaxation. This entitlement increases with service.
• Life Insurance & Income Protection: providing financial security and peace of mind for you and your families.
• Health Cash Plan: after one year service we will enrol you into our Health Cash Plan which will allow you to claim back money for dental, optical, prescription charges etc. Specific information on this scheme will be shared with you all.
• Life Happens Leave: Sometimes life can throw unexpected challenges our way, we offer paid leave specifically dedicated to these situations to provide employees with the time and space needed.
• Complimentary drinks and snacks: Stay refreshed and energised throughout the day with a variety of free drinks and snacks provided in the office.
• Monthly tea allowance and generous staff discount: Indulge in your favourite teas while benefiting from a discount on company products, fostering a culture of enjoyment and appreciation.
• Employee Assistance Programme: Access confidential and professional mental health support services to prioritise your well-being and address any personal or work-related challenges.
• Bike to Work and Electric Vehicle Schemes: Take advantage of a sustainable transportation option, contribute to environmental conservation, and benefit from tax-efficient savings.
• Paid volunteer days: Make a positive impact in our community by participating in volunteer activities during dedicated paid volunteer days, fostering a culture of corporate social responsibility and giving back.
• Dog-friendly office: Bring your furry friend to work and enjoy a pet-friendly environment that promotes work-life balance and companionship.
• We also have enhanced family friendly policies, offer flexible working and are always open to discussing your individual circumstances!

Our Commitment to Sustainability & Ethical Practices

At Bird & Blend, people and the planet are at the core of everything we do. As a certified B Corp, we are committed to sustainability, ethical sourcing, and creating a positive impact. We’re looking for team members who share our values and are passionate about making a difference. Prior experience in sustainability-focused work is a bonus, but full training is provided.

What Are the Hours?

This is a full-time, permanent position (40 hours per week), with hours worked within our core operating times of Monday to Friday, 08:00 - 18:00. The role is hybrid, requiring in-office presence in our Goring-by-Sea location at least twice a week. While most hours will be within these core times, there may be some weekend and evening shifts during peak seasons, with flexibility required to support our busiest moments. We’re looking for team members who are reliable, adaptable, and excited to help us during these high-energy times!

Inclusion & Diversity

We are committed to creating an inclusive and welcoming workplace where everyone can bring their true selves to work. Applications are encouraged from individuals of all backgrounds, regardless of age, disability, gender, sexual orientation, race, religion, or belief. If you require any reasonable adjustments during the application or interview process, please let us know.

Ready to be part of something magical? Join us in spreading happiness, one cup of tea at a time!