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We are currently looking for an experienced team leader to lead & manage a vibrant customer service department for a large reputable e-commerce retailer who specialise in the cosmetics industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
Client Details
Our client is a leading online retailer specialising in premium cosmetics supplying directly to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the beauty industry by blending high-quality offerings with an exceptional online shopping experience.
Description
Key responsibilities will consist of:
- Leading and motivating a team to achieve sales targets and deliver excellent customer service.
- Handling customer complaints, queries, and feedback in a professional manner.
- Usage of dialer systems handling customer matters.
- Processing order queries & complaints.
- Implementing strategic change & overseeing CRM project updates.
- Providing necessary feedback to product placement & marketing teams in house.
- Implementing operational policies and procedures to drive productivity.
- Handle escalated customer queries and complaints, ensuring quick and effective resolution.
- Shadowing & supporting learning & developing colleagues.
- Implement strategies to optimise support workflows and improve customer satisfaction metrics.
- Collaborate with internal teams to address product or order-related issues and enhance the overall customer journey.
- Track and analyse customer service KPIs to drive process improvements and meet operational goals.
- Stay informed about industry trends and customer expectations to continuously refine support strategies.
- Coordinating with other departments to ensure smooth operations.
- Assisting in the recruitment and selection of new team members.
- Reporting of CSR scores.
Profile
A successful applicant should have:
- Prior experience in leadership/mentorship role preferably within the public sector body or property.
- Management experience of handling escalations & disciplinary matters.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills with the ability to handle customer complaints effectively.
- The ability to work well under pressure and make decisions quickly.
- A strong understanding of sales principles and customer service practices.
Job Offer
- Basic starting salay of 29k + DOE.
- Team performance-related bonus.
- Pension contribution.
- Product & in-store discounts.
- Hybrid working with flexibility.
- Free parking.
- Manchester city-based central office.
- New & recently refurbished office environment.
- Free days out & monthly reward incentives.
- Free gym memberships & loyalty schemes.
