Customer Service Team Leader
About Us:
We are CurrentBody, The Beauty Tech Experts. We are the global leaders in beauty tech, bringing the latest and most effective beauty products to customers across the globe.
We are pioneers of one of the most talked about beauty products in recent years, our anti-ageing CurrentBody Skin LED mask and we are making luxury beauty devices accessible to millions. With over 20 international ecommerce sites, we are strategic partners of some of the most exciting and innovative beauty companies too.
As we continue to disrupt the beauty market with innovations, category expansion and expert service, we are building a team to drive our growth over the coming years from our Headquarters in Cheshire, England.
About the Team:
Our Customer Service team are key to our organisation and dedicated to delivering exceptional service and support to our customers. As the first point of contact, the team plays a critical role in maintaining and enhancing our customer relationships.
About the Role:
Reporting to the Customer Service Manager, you will lead a team responsible for delivering exceptional service to our customers around the world. This includes day to day management of the customer service advisors, maintaining policies and procedures, developing strategies to improve customer satisfaction, and ensuring that all customer inquiries are responded to in a timely manner.
- Manage a team of customer service representatives, including hiring, training, coaching, and evaluating team performance.
- Develop and maintain policies and procedures to ensure consistent and effective customer service.
- Develop and implement strategies to improve customer satisfaction, including identifying trends in customer inquiries and feedback.
- Respond to escalated customer inquiries and complaints in a timely and professional manner.
- Monitor and analyse customer service metrics to identify areas for improvement.
- Work cross-functionally with teams across the organisation to ensure that customer needs and issues are addressed promptly and effectively.
- Work closely with the Customer Service Manager to deliver the growth strategy for the team.
Candidate Requirements:
- Demonstrable experience in customer service management, preferably in an e-commerce or consumer goods industry.
- Proven track record of delivering exceptional customer service and improving customer satisfaction.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, team members, and stakeholders.
- Strong leadership and management skills, with the ability to motivate and coach a team.
- Strong analytical and problem-solving skills, with the ability to analyse data and make recommendations for improvements.
- Proficient in Microsoft Office Suite and CRM software (zendesk).
Hours:
3 Shift patterns which rotate - 1 in 3 weekends required.
7:00am - 3:30pm Office based
8:00am - 4:30pm Office based
11:30pm - 8:00pm Work from Home
When working weekends, it is both Saturday and Sunday Working from home 9-5.30pm with days off in lieu during the week.
Some of our Benefits:
Competitive Salary
33 days Holiday
Staff Discount
EAP Scheme
Free Parking
Regular Social Events
What happens next?
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails. We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share you CV with the hiring manager to review.Our interview process is tailored to each role but typically you can expect a two-stage interview process;
1st stage – An informal 30-minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.
2nd Stage – A one-hour interview where you can expect competency questions. In most cases this is held in person.
As an inclusive employer please do let us know if you require any reasonable adjustments.
Equal Opportunities
At CurrentBody, we are committed to creating a diverse and inclusive environment, where all our employees have equal access to opportunities. We strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.