Customer Care Team Leader - Rotherham, United Kingdom - Q RETAIL STORES LIMITED

Q RETAIL STORES LIMITED

Verified Company

Rotherham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

CUSTOMER CARE TEAM LEADER (Pet Business)

FETCH RETAIL LIMITED is building the future of pet well-being.

Fetch Retail Limited's mission
Fetch Retail Limited's mission is to help its customers be the best pet parents they can be. Our online pet food and supplies store has become Europe's leading dog and cat well-being business.

The description

We're looking for a talented Customer Care Team Leader to join our growing team to make Fetch Retail Limited the biggest name in pet care.

If you're looking for a business with a great culture and think you can help us accelerate growth we want to hear from you.

We're a talented, dynamic team who do a lot to forge a sense of togetherness with regular social events that have ranged from paintball to karaoke There's a friendship that runs through our group that makes working together pleasurable and our office a fun place to be.

We offer a competitive salary, plus excellent opportunities for professional development and a generous benefits package.

What the job involves

Demonstrating a high quality of service in all interactions with customers
Setting a personal example in professional ethos and attitude towards work
Successfully resolve escalations
Being the first point of contact for our Customer Care Agents
Overseeing and ensuring all daily tasks are completed in a timely manner
Tracking performance
Coaching and developing the team through 121s, QAs and daily mentoring and coaching
Overseeing the day to day organisation of the team through shift and break rotas
Providing training to new arrivals, as well as continuous team training on any new systems or processes
To effectively and regularly communicate with Customer Care and leadership team, regarding performance, standards, policies, products, and procedures, providing and seeking information and clarification where relevant
Assisting the Customer Care Manager as and where required
Conducting employee relations investigations and meetings alongside the Customer Care Manager and HR
Providing support to the Customer Care Manager with regards to recruitment
Promoting collaboration and team spirit in line with company values, beliefs and behaviours

Desired skills and experience

Having presettled or settled status
English language skills are essential equivalent to native speaker level, both verbal and written
Previous experience as Customer Service Team Leader
Great customer focus and excellent telephone manner
Passionate about delivering a great customer experience
Ability to multitask and handle a high volume of work fast
Team motivation & leadership
Patience & empathy
Attentiveness & attention to detail
Approachability and availability
Organisational and time management skills
Complaint resolution
Problemsolving skills
Articulate, bright and forward thinking
Passionate about animals and going the extra mile to help them lead healthy, happy lives
Excited by the prospect of building a world class business
Punctuality and reliability

Key attributes for success at Fetch

Customerfocused
Thrive in a fastpaced environment
Enjoy working as part of a team
Positive attitude, roll up your sleeves and get things done
Curious by nature, enjoy learning and developing
Listen to others and challenge others respectfully
Factbased, datadriven approach
Humility, admit, learn and move on from mistakes
Upbeat with a cando attitude, see challenges as opportunities
Passion for pets and pet wellbeing

Role details

Employment Type: Fulltime
Salary range: £25,000 £28,000 per year
Workdays: Monday to Friday (40 hrs)
Schedule: 8hour workday, 8am 5pm
Work Location: Officebased (Goldthorpe, S63 9BL, UK)
Fetch Retail Limited is an Equal Opportunities Employer. The company is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs._

We're FETCH

Our story starts with one very frustrated vet.

More about us
We're transforming the pet wellbeing industry. Join us?

Fetch Retail Limited was set up to build a new pet service founded on the belief that customers aren't just buying for their pets: their pets are family.

It aims to help create a world where pets are viewed as family, first and foremost.

It exists because of the deep emotional bond between pets and owners, helping customers help them do the best for their pet's physical and emotional wellbeing.

Fetch Retail Limited does this by building personalised health and nutrition programmes.

Our parent company - Paramount Retail Group Holding Limited, has acquired Pet-supermarket, MedicAnimal, Pet Meds and Fetch Retail Limited on 1 February 2023