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For Companies At a Glance
- Tasks: Lead and inspire a customer service team to deliver exceptional experiences.
- Company: Join Boden, a stylish and inclusive brand that values collaboration and fun.
- Benefits: Competitive salary, bonus scheme, generous clothing allowance, and 25 days holiday.
- Why this job: Make a real impact by driving performance and enhancing customer satisfaction.
- Qualifications: Proven leadership in customer service and strong coaching skills required.
- Other info: Flexible working hours with a mix of office and remote work.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.
Our Team Managers support the senior management in driving business performance. You’ll be involved in the day to day running of the customer services team, inspiring & motivating our front line team in providing exceptional experiences to our customers. You will bring the experience and knowledge in understanding how to drive performance through people and passion about enhancing quality service and driving efficiency through continuous improvement.
Location / Hours
37.5 hours a week. Based at our Leicester office, 4 days a week with 1 day working from home. Flexible between 9am and 7pm Monday to Friday and weekends on a rotational basis.
What You Will Do
- Use performance data to identify areas for improvement, diagnose root causes of under‑performance & customer impacting, and identify actions to improve customer experience and KPI delivery within your team.
- Drive a high‑performance culture within your team and peer group, through role modeling, effective performance management & coaching.
- Ensure the team is kept up to date through regular communication. Communicating clearly and concisely, tailoring messages appropriately. Validating that messages have landed as intended.
- Work in partnership with our People Team to effectively carry out meetings in alignment with documented people processes when necessary.
- Conduct and effectively document all monthly and annual performance reviews with your team.
- Act as an escalation point for your team on customer issues with the aim to empower your team in order to resolve first time.
- Have strong organisation & time management skills, prioritising tasks and completing within agreed timelines.
- Identify key talent within your team, supporting them in their development and progression, using tools available and thinking creatively. Empower others to own their own performance to create self‑managing teams.
- Recognise high performance and retain great talent. Inspire, motivate and develop people to deliver amazing customer experiences through living our Boden values, behaviours and leadership capabilities.
What We Are Looking For
- Proven track record in leadership of a customer service team. You will form an important part of the contact centre leadership team and lead and manage a team of 12-14 customer service advisors.
- Knowledge of call centre systems and technology.
- Demonstrable experience of leading high performing teams, driving sustainable performance.
- Strong coaching skills with a proven record of using these skills to deliver quantifiable performance and behavioural change within a team. This will be very much at the heart of the role.
- Experience of working under pressure in a fast‑paced environment.
- Experience of leading in a multi‑channel environment.
- Adaptable and open to change with the ability to lead and manage effectively through a period of change.
- Stakeholder management skills – someone who understands how to build effective links both internally and externally in order to deliver the very best results.
- A strong team player who understands the importance of becoming an effective member of a cohesive management team.
- An individual who is self‑aware and understands where their strengths and development areas lie and is open and willing to work on feedback in order to become a more effective leader.
- Great communication skills – ability to communicate effectively at all levels to both enthuse and motivate, but also deliver straight messages where required.
- Has high standards and works tirelessly to coach, influence and develop others to attain those high standards.
What We Offer
- Competitive salary & targeted annual bonus scheme.
- Generous Boden clothing allowance.
- 30% discount on all current clothing ranges.
- 25 days Holiday annually, plus.
Customer Services Team Manager - Leicester employer: Boden
Contact Detail:
Boden Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Manager - Leicester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boden on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer service. We all know that confidence is key, so rehearse your answers and think of examples that showcase your skills.
✨Tip Number 3
Show your passion for Boden’s values during the interview. Talk about how you embody their stylish, grounded, and uplifting ethos in your previous roles. This will help you stand out as a candidate who truly fits the culture.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Services Team Manager - Leicester
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for customer service shine through. We want to see how you can inspire and motivate a team, so share examples of how you've done this in the past!
Tailor Your Application: Make sure to tailor your application to the role. Highlight your experience with performance management and coaching, and how you've driven high performance in previous teams. This will show us that you understand what we're looking for.
Be Clear and Concise: We appreciate clear communication, so keep your application straightforward and to the point. Use bullet points if it helps, and make sure your key achievements stand out. We want to see your strengths without wading through too much text!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the Boden family!
How to prepare for a job interview at Boden
✨Know Your Numbers
Before the interview, dive into performance metrics relevant to customer service. Be ready to discuss how you've used data to drive improvements in your previous roles. This shows you understand the importance of KPIs and can bring that knowledge to Boden.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in motivating teams and driving performance. Think about specific situations where you inspired your team or resolved conflicts. This will demonstrate your ability to lead effectively at Boden.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since communication is key in this role, consider how you would tailor messages for different audiences. You might even want to role-play with a friend to get comfortable with delivering your points.
✨Embrace Change
Boden values adaptability, so be prepared to discuss times when you've successfully navigated change. Share how you managed your team through transitions and what strategies you employed to maintain morale and performance during those times.
