Customer Service Team Lead - Reading, United Kingdom - AGTC Ltd/Laura James

AGTC Ltd/Laura James

Verified Company

Reading, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who are we?
We are Laura James. We make and sell beautiful home & garden furniture.

We are in a period of growth, and it is an exciting time to join our team in Pangbourne, Near Reading, Berkshire.

With the customer at the heart of our business, we work as a team, to break boundaries and get things done to ensure Laura James delivers quality furniture day after day to our growing customer base.

The Role
We have a fantastic new opportunity within our Customer Service Team for an Customer Service Team Leader. We are looking for a highly motivated individual, someone who is passionate about ecommerce and and customers.

As a Customer Service Team Leader you will have proven experience within a customer service industry and must be comfortable in dealing with a wide range of customer enquiries and team leader responsibilities.

You will supervise a growing team of 10 people, communicating effectively to promote company policy and KPI's, identifying areas of improvement and reporting to the management effectively.

You will be the first point of contact for customers' complaints and escalations, and you will handle a variety of administrative tasks that require thorough follow ups and supervising.

Key Tasks

Handling daily team questions to help resolving cases, providing guidance and authorizing action
Making sure that the team follows the policies and the KPI's already in place
Supervising team members, providing feedback where necessary and reporting team strengths and weaknesses to management. Doing assessments, one to ones with the team when necessary
Handling daily customer escalations and resolving complaints
Managing platforms' cases and queries (Amazon, eBay, Wayfair, Social Medias)
Helping with daily admin tasks
Working closely with the management team to feedback on areas of improvement, both from the team and the custome
rs

Key Skills required:

Experience of working in a service environment (minimum 2 years experience preferred)
Experience of supervising a team of 10 to 15 people preferred
Excellent problem solver
Experience of varying CRM systems
Ability to learn new systems quickly
Ability to handle multiple projects and tasks at the same time
Ability to work through deadlines and handle pressure
The person must be a strong team player, confident with a 'cando' attitude.
Be flexible and able to juggle many tasks at once.