At a Glance
- Tasks: Lead a remote team, ensuring top-notch customer care and support.
- Company: Join Christopher Ward, a leading luxury watch brand with a focus on customer experience.
- Benefits: Flexible freelance hours, competitive pay, and the chance to work with a passionate team.
- Other info: Opportunity for growth and learning in a dynamic, remote environment.
- Why this job: Make a real impact in customer service while enjoying the freedom of freelance work.
- Qualifications: Experience in customer service leadership and strong communication skills required.
The predicted salary is between 15.5 - 15.5 £ per hour.
A hands-on freelance leadership opportunity supporting Customer Care Advisors, coordinating day-to-day service delivery and helping every customer receive a prompt, knowledgeable and distinctly Christopher Ward experience.
About the Opportunity
Christopher Ward is looking for an experienced freelance Customer Care Team Leader to provide additional leadership and customer support as our business continues to grow. You will work alongside the Customer Care team, taking ownership of service delivery during agreed assignments while remaining close to customers and handling enquiries directly when needed. This is a flexible, self-employed freelance engagement for someone who can lead confidently in a remote environment and provide availability around other commitments or clients. Freelancers may accept or decline assignments according to their availability and our customer-support requirements. There are no guaranteed minimum hours and no obligation on either party to offer or accept a minimum amount of work. We anticipate opportunities typically averaging 1-3 shifts per week, although this may vary according to customer demand and freelancer availability. Regular availability for weekends and Bank Holidays is essential.
Services
- Shift leadership: Coordinate the day-to-day activity of Customer Care Advisors during agreed assignments, helping the team remain focused, informed and responsive.
- Workload and service levels: Monitor incoming phone and email demand, support effective allocation of customer contacts and take timely action to maintain agreed response and resolution standards.
- Coaching and support: Provide practical guidance, feedback and on-the-job support to advisors, sharing knowledge and reinforcing consistent ways of working.
- Escalation handling: Act as a first point of support for complex or sensitive customer matters, making sound real-time decisions and involving the Customer Care Manager when appropriate.
- Quality and customer experience: Help maintain high standards across customer interactions, identify opportunities for improvement and support advisors in delivering a positive, brand-appropriate experience.
- Customer communication: Provide prompt, courteous and professional support across phone and email, stepping into the advisor workflow whenever required.
- Product expertise: Build strong knowledge of Christopher Ward timepieces and services so that both customers and advisors receive accurate, informed and tailored guidance.
- Zendesk and CRM performance: Promote clear, accurate records, effective case ownership and appropriate follow-up, using CRM and Zendesk information to help manage performance and workload.
- Team communication: Share priorities, operational updates and customer insight clearly, supporting effective handovers and consistent service across shifts.
- Continuous improvement: Capture recurring customer themes, process issues and team feedback, escalating useful insights to support service and product improvement.
Experience and Skills
We are looking for freelancers who can demonstrate:
- Previous experience leading, supervising or coaching a customer service or customer support team.
- At least two years' experience in a customer-facing service or support environment.
- The confidence to coordinate workloads, set clear priorities and make sound operational decisions during a shift.
- Strong coaching skills and the ability to give clear, constructive feedback.
- Excellent verbal and written communication skills.
- Strong problem-solving skills, with the judgement to resolve complex enquiries and escalations appropriately.
- Experience using CRM systems and Microsoft Office. Familiarity with Zendesk, including queues, tickets and reporting, would be advantageous.
- The ability to remain calm, organised and visible in a fast-paced remote customer environment.
- Excellent attention to detail and a strong commitment to service quality.
- Experience within the watch or luxury jewellery industry would be advantageous, but is not essential.
Availability
This is a flexible freelance engagement. Due to the nature of our Customer Care operation, freelancers must be able to provide regular availability across weekends and Bank Holidays. Customer Care coverage opportunities are available between 10:00am and 12:00am midnight, including weekends and Bank Holidays. Freelancers will provide their availability within these coverage periods, with assignments offered according to both business requirements and freelancer availability. We anticipate approximately 1-3 shifts per week, although this may vary. There are no guaranteed minimum hours and no obligation on Christopher Ward to offer a minimum amount of work. Freelancers remain free to provide services to other clients and businesses alongside their engagement with Christopher Ward.
Location
This opportunity is remote and freelancers must be permanently based in the UK. Occasional attendance at Christopher Ward's Maidenhead HQ may be required for initial training, product familiarisation or other activities necessary to provide the services.
Technology Requirements
As this is a remote freelance engagement, freelancers will need access to their own:
- Laptop capable of running the systems required to provide the service
- Headset
- Reliable internet connection
- Access to Christopher Ward's required customer-service systems will be provided where necessary.
Rate
£15.50 per hour. Freelancers will invoice Christopher Ward for services provided and will be responsible for their own tax and National Insurance obligations.
Engagement
This opportunity is offered on a self-employed freelance basis. It does not guarantee a minimum amount of work. Freelancers provide their availability, and assignments are offered according to customer demand and business requirements. Freelancers remain responsible for their own tax and National Insurance and are free to provide services to other clients alongside their engagement with Christopher Ward.
Freelance Customer Care Team Leader in Maidenhead employer: Christopher Ward
At Christopher Ward, we pride ourselves on being an exceptional employer that fosters a dynamic and collaborative work culture. As the Head of Communications, you will lead a talented team in a vibrant office environment, with opportunities for professional growth and development while working on high-profile partnerships that amplify our brand globally. Our commitment to flexibility and community engagement, including our 2% for GOOD programme, ensures that you can make a meaningful impact both within the company and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Freelance Customer Care Team Leader in Maidenhead
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how Christopher Ward might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace Freelance Customer Care Team Leader in Maidenhead
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at Christopher Ward know if you can meet their needs without any hiccups!
Tailor Your Application to Christopher Ward:Every company has its vibe and customer approach. Research Christopher Ward's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at Christopher Ward
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at Christopher Ward.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
