Customer Service Team Leader

Jigsaw Richmond Upon Thames, England, United Kingdom

Overview

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By adopting the values of Style & Truth across the whole business – from recruitment to product – we safeguard the long-term health of the brand, and we create more than just fashion.

Job purpose

Great customer experience is reflected in the overall impression and satisfaction that a customer derives from interacting with us. It encompasses every touchpoint and interaction throughout the customer journey, from initial contact to post-purchase support.

As a Jigsaw Customer Services Team Leader, you will play a crucial role in ensuring exceptional customer experiences across various touchpoints. From managing outbound calls and tickets within Zendesk to handling customer orders and resolving inquiries, you will be at the forefront of our commitment to customer care. This role requires flexibility, excellent communication skills, and a proactive approach to problem-solving.

Working Hours: Full-time (37.5 hours/week) with full flexibility across a 7-day week with agreed flexibility at interview: Office Based in Richmond 5 days per week.

Responsibilities

• Support the Customer Experience Manager with day to day set up for the team.
• Being first point of contact to the Agents on complex queries.
• Support with Metric reporting – and delivering to the wider team.
• Reporting on teams\’ performance and activity passing on feedback to encourage success.
• Manage a substantial volume of tickets and chat within Zendesk, ensuring prompt resolution and prioritising workflow to solve 50 tickets daily on average.
• Place customer orders, provide product advice, and maximize sales opportunities via chat and calls if required.
• Address customer order queries and enhance their online and in-store experience.
• Provide accurate, valid, and complete information to customers while maintaining a high level of professionalism.
• Support stores with a friendly team approach by resolving issues, and manage tasks related to the One Stock in-store fulfilment system.
• Handle customer returns, making decisions beneficial for both the customer and the business, while alerting the Customer Experience Manager of any potential fraud.
• Collaborate with various Head Office teams to resolve customer issues and provide feedback to improve E-commerce operations.
• Develop trusting relationships with 3rd party providers such as Reveni, Global E and Royal Mail to resolve delivery and refund issues.
• Operate the till for issuing Gift Cards, VAT refunds, exchanges, and refunds.
• Make sure to adhere to data protection policies (GDPR) and securely manage customer data. Notify the Customer Experience Manager immediately if you suspect a breach.
• Complete GDPR training when requested.
• Maintain accurate records of customer interactions using appropriate tools, leaving notes in Shopify when necessary and shared sheets.
• To ensure that live chat is not left unattended without checking with colleagues.
• Ensuring daily deployment is always followed.
• Read the weekly Journal to ensure you are up to date on sale figures and Retail actions.
• Dealing with general enquiries and investigating Loss orders, ensuring fully explored before replacements or refunds.
• Addressing product queries, including Nav stock checks and calling stores.
• Daily tasks include reviewing CSAT levels, creating daily deployment, managing One stock management, and completing shared sheets.
• Nav deleting cancelled orders and managing held orders queue.
• Operating till for various transactions and responding to Trustpilot reviews when requested on deployment.
• Reporting store feedback to the Regional Manager and not the store directly.
• Weekend working – ensuring oldest tickets are addressed first.
• Adhere to KPI targets for individual and team performance and participate in training as needed.

Skills, knowledge and experience

• Prioritise customer needs and promote a positive experience, aiming for CSAT over 90% for the department.
• Demonstrate excellent telephone manner and written communication; adapt responses to different personalities.
• Foster teamwork while making independent decisions when appropriate.
• Build strong relationships internally and externally, embodying Jigsaw\’s brand and values.
• Adapt to business changes, new processes and tools, while maintaining confidentiality.
• Share information to contribute to the department\’s success and seek continuous improvement.
• Previous experience in customer service or related field preferred.
• Proficiency in Zendesk or similar software is advantageous.
• Effective communication and problem-solving skills.
• Managing a small team is advantageous.
• Ability to work independently and collaboratively in a fast-paced environment.

Benefits

• Competitive salary
• Fantastic staff discount schemes – up to 50% (and 70% on 5 items per season)
• Sample sales
• Unum life assurance and Help@Hand support
• Fruit in the office

We are committed to equality of opportunity for all staff and applications are encouraged from individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marriage and civil partnerships or pregnancy and maternity. By adopting the values of Style & Truth across the whole business – from recruitment to product – we safeguard the long-term health of the brand, and we create more than just fashion.

Job details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service, Sales, and Administrative
• Industries: Retail Apparel and Fashion, Retail, and Fashion Accessories Manufacturing

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