Customer Service Team Leader (Live Chat UK Retail)

The Role

Our client is large retailer in the UK, with almost 1000 high street stores across the UK and Republic of Ireland they have a vast number of diverse customers. The retailers online service is extremely popular with click & collect and next day delivery service supplying customers with a wide range of quality products.

The customer ethos centres on making their products accessible, affordable, and engaging, aiming to be the first-choice retailer for "up-to-the-minute" products. Their approach prioritizes friendly service, sustainability, and community engagement, aiming to provide an enjoyable shopping experience through both digital and physical stores.

In the modern era with a large volume of customers buying in store and online comes a high volume of queries, complaints and returns. Our client prides itself with high level customer experience, with a near perfect Trustpilot score of 4.9.

We are looking for a passionate, authentic, and energetic customer service Team Leader with a drive for performance to lead their team in a fast paced outsource contact centre. You will naturally be committed to delivering a great client contact experience through a variety of customer contact channels. You will require extensive operational and leadership experience in a service contact centre setting. Your focus on delivering high performance from your team will be driven around your tried and tested people and engagement strategies.

Shifts

Working 45 hours a week on a shift rotation:

Monday to Friday 9am – 11pm

Saturday & Sunday 9am – 10pm

Salary & Bonus

This role has a basic salary of R15000 per month

Key Responsibilities

• Positively contribute to team engagement, performance culture, and operational stability
• Ensure you are aware of changes and updates within the campaign to enable you to conduct your work effectively
• Comply with data protection regulations (E.G. GDPR) and maintain high levels of confidentiality including sensitive data
• Reporting to the Operations Manager, the role includes responsibility for the operational delivery of external and FM targets.
• Manage and lead the day-to-day performance of the team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the team, inspiring and leading them to success.
• Analytical excellence with the ability to drive action from insight quickly and confidently.
• Lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and customer experience, supporting cross company initiatives to improve productivity, performance, quality, and compliance.
• Responsible for the engagement, attendance, employee retention and coaching strategy across the department.
• Work closely with Recruitment, HR, and Training delivery teams taking responsibility for the ongoing development of the team.
• Applying best practice, developing continuous improvement plans and make recommendations based upon insight gained from your teams, customers, and clients.
• Act as the Voice of the Customer, championing change and continuous improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increases in NPS Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

What we look for

· Experience in managing, coaching and developing team within this environment, over these channels

· A high level of typing accuracy and typing speed of 40 to 45 words per minute

· A confident individual

· A high level of written English.

· You can work well under pressure and effectively prioritise, plan and organise workload

· Strong attention to detail

· Proven experience of leading a customer service team with experience of managing an operation through periods of significant growth or change.

· At least 2 years proven experience of inspiring, motivating, and leading others in a contact centre sales or service environment.

· Excellent communication and leadership skills to lead and motivate a growing and changing service operation.

· Ability to demonstrate a professional attitude and approach, showing strong leadership, initiative, and clear communication, by example.

· Proven experience in stakeholder management at all levels - internally and client facing.

Pay: R15 000,00 per month

Work Location: In person