At a Glance
- Tasks: Lead a dynamic customer care team, ensuring top-notch service and operational efficiency.
- Company: Join a leading brand known for quality products and exceptional customer experiences.
- Benefits: Enjoy generous discounts, well-being policies, and a supportive work environment.
- Other info: Flexible shifts and opportunities for growth within a vibrant company culture.
- Why this job: Be part of a team that values excellence and drives customer satisfaction to new heights.
- Qualifications: Experience in customer service and team leadership is essential; strong communication skills are a must.
The predicted salary is between 36000 - 60000 £ per year.
Department: Customer Care
Location: Office, Avonmouth/Filton
You will oversee the day-to-day leadership of a high-performing customer care team, championing service quality, operational efficiency, and team motivation. This role is instrumental in delivering a seamless and positive customer journey across all support channels. Through effective coaching, resource planning, and performance management, you will help position the Customer Care team as a centre of excellence for both consumer and trade interactions. You will also work closely with the Head of Customer Care to challenge existing processes, champion operational efficiency, and elevate customer satisfaction beyond industry standards.
What Will You Do?
- Leadership & Operational Management
- Manage the daily operations of the Customer Care team, ensuring high-quality responses and timely interactions across all service channels (phone, live chat, social media, email).
- Collaborate with the Head of Customer Care on all administrative, team, and people-related responsibilities.
- Act as the first escalation point for customer complaints, providing guidance and solutions to maintain service excellence.
- Ensure smooth shift handovers and consistent service coverage across all operational hours.
- Performance Management & KPIs
- Establish, monitor, and report on team and individual KPIs to ensure transparency and accountability across productivity, service quality, and customer satisfaction.
- Continually assess and improve internal processes to drive efficiency and service improvements.
- Escalate potential risks to performance, customer satisfaction, or product integrity to The Head of Customer Care in a timely manner.
- Customer Experience & Sales Enablement
- Develop strategies to support customer engagement, repeat business, and revenue growth through excellent service delivery.
- Ensure full compliance with all system access protocols and internal processes.
- Team Development & Collaboration
- Support the onboarding and integration of new hires, ensuring consistent training and process understanding.
- Act as a liaison with internal departments and external suppliers to resolve issues effectively and enhance cross-functional collaboration.
- Compliance & Standards
- Maintain up-to-date internal process documentation and ensure alignment with regulatory, data protection, and brand standards.
The Perfect Candidate
- Demonstrable experience in customer service, including team leadership in a contact centre or multi-channel support environment.
- Strong understanding of performance metrics and customer service KPIs.
- Excellent communication, coaching, and conflict resolution skills.
- Proven ability to manage service delivery across extended operational hours and rotating shifts.
- Experience in resource and shift planning, especially during peak seasonal periods.
- Proficiency in using CRM platforms and service management tools (e.g., Zendesk, Salesforce, Spreadsheets etc).
What We Offer You!
- Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
- Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
- Generous Holiday Allowance, increasing with length of service
- Company Pension Scheme
- Bonus/Commission Scheme
- Healthcare Cash Plan (with Dental)
- Employee Assistance Programme for all Associates and their families
- Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
- Much, much more!
Team Leader - Customer Care in Bristol employer: ELEMIS
As a Team Leader in Customer Care at our Avonmouth/Filton office, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and professional growth. We offer generous benefits including discounts on ELEMIS and L'OCCITANE products, comprehensive healthcare plans, and a commitment to enhancing your career through ongoing training and development. Join us to lead a high-performing team dedicated to delivering exceptional customer experiences while enjoying a culture that values collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer Care in Bristol
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and operational efficiency. Understanding what makes a customer care team excel will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees of StudySmarter, especially those in customer care roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams in high-pressure environments. Highlighting your leadership style and conflict resolution skills will set you apart from other candidates.
✨Tip Number 4
Research the CRM platforms and service management tools mentioned in the job description. Being able to speak confidently about your experience with these tools will show that you're ready to hit the ground running.
We think you need these skills to ace Team Leader - Customer Care in Bristol
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage a high-performing team and improve customer satisfaction.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer care and your leadership skills. Mention how your previous experiences align with the responsibilities outlined in the job description, particularly in operational management and performance metrics.
Highlight Relevant Skills:In your application, emphasise your communication, coaching, and conflict resolution skills. Provide examples of how you've successfully managed service delivery and improved processes in past roles.
Showcase Your Understanding of KPIs:Demonstrate your knowledge of performance metrics and customer service KPIs in your application. Explain how you have used these metrics to drive team performance and enhance customer experiences in previous positions.
How to prepare for a job interview at ELEMIS
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to motivating team members and resolving conflicts.
✨Understand Customer Care Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer care. Be ready to discuss how you have used metrics to improve service quality and operational efficiency in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of specific scenarios where you had to handle customer complaints or improve team performance, and be prepared to explain your thought process and outcomes.
✨Demonstrate Your Knowledge of Tools
Since proficiency in CRM platforms is essential, brush up on your knowledge of tools like Zendesk or Salesforce. Be ready to discuss how you've used these tools to enhance customer interactions and streamline processes.
