Customer Service Team Leader

About Our Client

Our client is a leading online retailer specialising in premium cosmetics supplying directly to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the beauty industry by blending high-quality offerings with an exceptional online shopping experience.

Job Description

Key responsibilities will consist of:

1. Leading and motivating a team to achieve sales targets and deliver excellent customer service.
2. Handling customer complaints, queries, and feedback in a professional manner.
3. Usage of dialer systems handling customer matters.
4. Processing order queries & complaints.
5. Implementing strategic change & overseeing CRM project updates.
6. Providing necessary feedback to product placement & marketing teams in house.
7. Implementing operational policies and procedures to drive productivity.
8. Handle escalated customer queries and complaints, ensuring quick and effective resolution.
9. Shadowing & supporting learning & developing colleagues.
10. Implement strategies to optimise support workflows and improve customer satisfaction metrics.
11. Collaborate with internal teams to address product or order-related issues and enhance the overall customer journey.
12. Track and analyse customer service KPIs to drive process improvements and meet operational goals.
13. Stay informed about industry trends and customer expectations to continuously refine support strategies.
14. Coordinating with other departments to ensure smooth operations.
15. Assisting in the recruitment and selection of new team members.
16. Reporting of CSR scores.

The Successful Applicant

A successful applicant should have:

1. Prior experience in leadership/mentorship role preferably within the retail, cosmetic, beauty, fashion or e-commerce industry.
2. Management experience of handling escalations & disciplinary matters.
3. Excellent communication and interpersonal skills.
4. Strong problem-solving skills with the ability to handle customer complaints effectively.
5. The ability to work well under pressure and make decisions quickly.
6. A strong understanding of sales principles and customer service practices.

What's on Offer

1. Basic starting salary of £29k + DOE.
2. Team performance-related bonus.
3. Pension contribution.
4. Product & in-store discounts.
5. Hybrid working with flexibility.
6. Free parking.
7. Manchester city-based central office.
8. New & recently refurbished office environment.
9. Free days out & monthly reward incentives.
10. Free gym memberships & loyalty schemes.