Customer Service Team Leader

Flavour Warehouse Ltd; United Kingdom; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A customer service-focused company in the United Kingdom is seeking a Customer Service Team Leader to ensure exceptional service and manage a team. Responsibilities include addressing customer enquiries, leading team processes, and maintaining customer records. The ideal candidate will have leadership experience, preferably in the vaping industry, with strong communication abilities. This role offers a competitive salary and various employee benefits including healthcare and holiday increases.

Benefits

Competitive salary

30 days holiday increasing with service

Life Insurance benefit

Cashback healthcare plan

Discounts on products

Cycle to Work Scheme

Qualifications

• Proven experience leading a team effectively.
• Experience in a customer service role, preferably in the vaping industry.
• Strong communication and problem-solving skills.

Responsibilities

• Lead a team of customer service representatives.
• Deliver outstanding customer service addressing enquiries.
• Generate monthly reports and analyse trends.

Skills

Leadership

Customer service

Communication

Problem-solving

Organizational skills

Tools

Excel

Outlook

Zendesk

Job description

Overview

We’re looking for a Customer Service Team Leader to join our Customer Services Team, ensuring our customers receive exceptional service, lead a team of customer service representatives and oversee various responsibilities aimed at addressing customer enquiries and issues promptly.

Responsibilities

• Collaborate with team members to streamline processes for maximum efficiency.
• Lead your team in adjusting schedules and resources as required to ensure exceptional service.
• Generate monthly reports and analyse trends making recommendations for improvement.
• Professionally handle incoming phone calls, emails, tickets, and live chat enquiries.
• Deliver outstanding customer service, addressing enquiries and concerns effectively.
• Resolve customer questions and issues in a timely manner, ensuring customer satisfaction.
• Provide well-informed advice and recommendations to customers regarding vaping products.
• Maintain accurate and up-to-date customer records using our internal systems.
• Organise and manage customer information for future reference and analysis.
• Demonstrate a strong understanding of internal processes and ensure strict adherence to them.
• Act as a liaison between both internal and external stakeholders, including marketing, website developers, internal stock team, suppliers, couriers, and manufacturers.
• Assist in resolving order-related issues and responding to customer queries effectively.
• Uphold and promote our company's vision and values in every customer interaction.
• Encourage a customer-centric approach among team members.
• Maintain flexibility in work arrangements to meet customer demands and business needs.

What we’re looking for

• Proven experience of leading a team effectively.
• Previous experience in a customer service role, preferably in the vaping industry.
• Experience of generating reports and recommending improvements.
• Excel, Outlook, Zendesk (desirable), internal systems.
• Strong communication and problem-solving skills.
• Knowledge of vaping products and industry trends.
• Excellent organisational and record-keeping abilities.

What’s on Offer

• Competitive salary commensurate with experience
• 30 days holiday increasing with service
• Life Insurance benefit
• Cashback healthcare plan (Westfield Health)
• Discounts on our products to assist with smoking cessation
• Cycle to Work Scheme
• Additional benefits with service (access to company caravan, enhanced family friendly policies)

We look forward to reviewing your application and potentially welcoming you to our team.

Flavour Warehouse is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

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