Overview
Mountain Warehouse is a fast-growing Outdoor Retailer with strong presence both in the UK and Internationally. We sell online in over 30 markets worldwide and have more than 295 stores in 8 countries with many more planned in the years to come
Reporting into the Head of our Shared Service Centre we are looking for Customer Service Team Leader to join our team
The position is full time permanent.
Our customer service working hours are:
- Peak and Non-Peak Operating Hours: Mon-Fri 6:30am-10pm, Sat-Sun 9am-5:30pm, Bank Hols 9am-5:30pm
What you'll be doing
As a first line manager you are responsible for leading and managing a team of customer service advisors in line with our business and centre values. The advisors will need to:
- Fast and friendly help for our customers, at all points in the customer journey – before, during and after purchase, be it online or in store. Our aim is make contact and communication with us as easy and smooth as possible for our customers.
- Engage with our customers us via telephone, email, live chat and good-old-fashioned letter, regardless of the contact channel, we always seek to get the right response, first-time, for each and every customer.
- Efficient, pro-active communicators, constantly liaising with our warehouse team, our couriers, our stores and the wider business, to deliver the very best customer service.
- Take pride in our work and work together as a team to serve our customers and support our fast growing, quick paced business.
- the ongoing training and development of your team, ensuring they have the right skills to offer the best possible service.
- Identify opportunities for ongoing improvements in the Centre operations
We would love to meet someone with
- 2 year minimum leading a team of 6-8 people, in a call centre/contact centre environment or equivalent
- You may be an Assistant Manager or Manager in retail or hospitality wanting to transition into an office environment.
- Experience of managing people and delegation
- Experience of complaint handling and resolution
- Ability to motivate and evaluate a team
- Self-motivated and able to perform under pressure
- Experience in a customer-facing role – in retail, call centre or similar
- Fluent in English language
- Excellent written skills - good tone, concise, accurate spelling and grammar
- Confident, friendly telephone manner
- Basic IT Skills – Outlook, Word, Excel, Internet Browsers
- Passionate about and take pride in providing the very best customer service
- Enjoy working in a fast-paced environment, can think on your feet and able to multitask
- Excellent problem solving skills and a can-do attitude
- Take pride in your work and your attention to detail is unrivalled
- Remain calm in difficult situations and love working as part of a team
- Experience of any online shopping channels – i.e. eBay, Amazon would be highly desirable.
- Fluent in any of German, French, Spanish, Italian would be a real plus.
What's in it for you?
- Competitive salary and benefits package
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
In 1997, we launched Mountain Warehouse to make the outdoors accessible to everyone by offering value for money product and exemplary customer service. The outdoor industry had become very jargon heavy and we wanted to create a brand that would cater to our mothers and our neighbour’s kids as well as seasoned professionals who understood the technology. Our expansion since then has seen the brand grow and the product evolve, but the small family business that makes MW special has remained. Great product is at the heart of everything we do. As we expand internationally we employ a team of dedicated diverse people to offer our valued customers the best possible experience when visiting our stores, shopping online and putting our range through its paces. Welcome to our journey.