Vacancy details

Shared service centre - Coventry, United Kingdom

This vacancy is now closed


Exciting Opportunity to join a truly customer focused team!

Reporting into the Customer Care Senior Team Leader, we are looking for a passionate Customer Care Team Leader to join our team.

Currently our teams are working remotely. We are assessing options for our future model, but we will consider all candidates whether you are local or, need to be a permanent remote worker. All aspects can be discussed during the interview stage.

Our Customer Care Day shift working hours:

Mon-Fri 6.30am - 10pm, Sat - Sun 9am - 5:30pm, with potential flex requirement up to 7:30pm (November – January only if required).

Bank Holidays open 9am - 5.30pm

The operation is open 24 hours 6 day per week to support our customer base in different regions of the world.


Key Responsibilities

As a first line manager you will lead, coach, and motivate a team of Customer Care advisors who help customers via talk (calls), Chat (webchat) and answer emails (CRM system) to deliver our vision of “Putting the customer at the heart of everything we do”. Thorough our strategic goals support the delivery of departmental KPI’s, objectives and driving operational efficiencies.

  • Responsible for the day-to-day delivery for your teams KPI’s, achieving expected targets.
  • Working with your peers to support the smooth running of the day to day operation. 
  • Provide support and guidance to the team through effective coaching & leadership.
  • Support your teams progression within Mountain Warehouse via our Climb to the Top career pathway. Managing performance through regular, effective reviews, 1-2-1’s/Goal setting meetings.
  • Monitor team communication with customers across all contact channels, providing regular feedback to advisors to always put the customer first & improve customer journeys.
  • Ensure your team correctly use each communication channel & log all customer contacts correctly.
  • 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 tools and empowerment 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.
  • Lead and inspire and customer centric culture to ensure ‘We put the customer at the heart of everything we do’.


  • 2 years minimum leading a team of 8-12 people, in a call centre/contact centre environment or equivalent
  • Experience of managing, coaching and leading people with strong delegation skills
  • 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
  • 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. 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!