Job Role
Reporting into the Senior Team Leader we are looking for passionate Customer Service Team Leader to join our team and lead the Evening / Night teams
The position is full time permanent.
Our customer service working hours are:
Business Operating Hours day shifts: Mon-Fri 6.30am-10pm, Sat-Sun & Bank Hols 9am-5.30pm.
Night shifts Operate between the following hours:
7pm - 3:30am - and 10pm-06:30 am Monday - Friday
10.00pm – 6.30am - Sunday to Thursday, or Monday - Friday
Key Responsibilities
As a first line manager you will lead, coach, and motivate a team of customer service advisors to deliver departmental KPI’s, targets and objectives.
- Responsible for the day to day delivery of all KPI’s, achieving set targets within inbound calls, chat, email and contact us queries. Set individual KPI’s for your team and measure through daily performance management.
- Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting SMART objectives. Manage performance through regular, effective reviews, 1-2-1’s and team meetings.
- Monitor team communication with customers across all contact channels, providing regular feedback to advisors to improve service standards. Ensure your team accurately log all customer contacts correctly and their response/ action to the customer is correct.
- Identify training and development needs of your team, ensuring they have the right skills to offer the best possible service and work with the individual and trainer to deliver training plans.
- Encourage and empower your team to take ownership in resolving customer queries/complaints by giving them the tolls they need to ensure a personalised and seamless experience.
- Build effective relationships with other teams and departments. Communicate all information in a timely manner.
- Regularly measure customer satisfaction and advisor performance and report to senior manager.
Qualifications
- 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
- 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 – ie 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.