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- Tasks: Lead and inspire a customer service team to deliver exceptional experiences.
- Company: Boden, a stylish and inclusive brand that values collaboration and fun.
- Benefits: Competitive salary, clothing allowance, discounts, and generous holiday.
- Why this job: Join a dynamic team and make a real impact on customer satisfaction.
- Qualifications: Proven leadership in customer service and strong coaching skills.
- Other info: Flexible working hours and a supportive, diverse workplace culture.
The predicted salary is between 36000 - 60000 £ 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.
Overview
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 passionate 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 modelling, 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 retaining 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 Bank Holidays.
- Online Portal with an array of discounts on retail & entertainment.
- Virtual GP Service for you and your household.
- Free onsite parking and subsidised café.
We want Boden to be the place everyone wants to work. Friendly and open, understanding and supportive. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality. We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.
Customer Services Team Manager - Leicester employer: J.P. Boden & Co. Limited
Contact Detail:
J.P. Boden & Co. Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Manager - Leicester
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Boden's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of their stylish and uplifting environment.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've inspired and motivated a team. Be ready to share how you’ve driven performance and improved customer experiences – this is what Boden is all about!
✨Tip Number 3
Show off your communication skills! During the interview, make sure to communicate clearly and concisely. Tailor your messages to resonate with the interviewers, just like you would with your team at Boden.
✨Tip Number 4
Don’t forget to ask questions! Prepare some thoughtful questions about the team dynamics and how Boden supports its leaders. This shows you’re not just looking for any job, but you’re keen on making a real impact at Boden.
We think you need these skills to ace Customer Services Team Manager - Leicester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through! We want to see how you embody our values and how you can inspire others to deliver exceptional experiences.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in leading customer service teams. Use specific examples that demonstrate your ability to drive performance and enhance quality service.
Be Clear and Concise: We appreciate clear communication, so keep your application straightforward. Make sure your messages are easy to understand and directly address the key skills and experiences we’re looking for.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Boden.
How to prepare for a job interview at J.P. Boden & Co. Limited
✨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 approach, especially in motivating teams and driving performance. Think about specific situations where you inspired your team or resolved conflicts, as this aligns with Boden's values of collaboration and support.
✨Communicate Clearly
Practice articulating your thoughts concisely and clearly. Since effective communication is key in this role, consider how you would tailor messages for different audiences. You might even want to role-play common scenarios to demonstrate your communication skills.
✨Embrace Change
Boden values adaptability, so be prepared to discuss times when you've successfully led a team through change. Highlight your strategies for managing transitions and how you kept your team engaged and focused during those periods.
