Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and support a dynamic customer service team while enhancing the customer experience.
- Company: Join Loaf, a top UK brand known for comfy sofas and homewares since 2008.
- Benefits: Enjoy 25 days holiday, discounts, healthcare plans, and a friendly work culture.
- Why this job: Be part of an inclusive team focused on delivering exceptional customer service and continuous improvement.
- Qualifications: Previous management experience in customer service, excellent communication skills, and a problem-solving mindset required.
- Other info: Opportunity to grow with a rapidly expanding company and make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
At Loaf we make insanely comfy sofas, beds and homewares that help people lead more comfortable lives. Founded in 2008, Loaf has steadily grown each year to become one of the leading premium furniture and homeware brands in the UK. We now have 11 Shacks (stores to everyone else!), with more on the way. It\’s an exciting time to join an ambitious business.
The Job
- Undertake compulsory training and refreshers as required
- Offer day-to-day guidance, coaching and support to the team including holding 1:1\’s
- Monthly payroll submission
- Support agents with sales queries, orders and orders amendments
- Full knowledge of our systems and processes, including delivery failures, returns, exchanges and repairs
- Own and manage escalations including taking over difficult calls
- Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience
- Manage the day-to-day planning of CX, i.e. headcount, breaks, task allocation
- Carry out floor walks throughout the day to offer support and advice to agents
- Monitor and collate information oncommon trends, e.g. product qualityissues, andraise these with the CallCentre Manager
- Monitor volumes and take action where necessary
- Work with your team to ensure all customer enquiries are resolved within SLA
*This is not an exhaustive list and is, of course, subject to the addition of
any other reasonable request.
We\’re looking for
- Previous experience at management / team leader level within customer service, ideally within a retail call centre environment (experience of working within a premium brand would be amazing!) – somewhere where you’ve been used to dealing with customer queries
- First-class communication and listening skills and the ability to adapt to individual customers and ultimately win them over. There’s no script here!
- The ability to work independently and show initiative
- Excellent attention to detail
- Resilience
- A patient and calm approach with the ability to de-escalate complaints
- Target-driven with the ability to multitask
- A problem solver, able to read and understand a situation quickly in order to pick up escalations
- Previous experience of coaching behaviours
- Proven people management skills with the ability to manage different personalities
And what about you? You’ll need to be warm, friendly, curious, and able to provide the knowledgeable, professional experience we offer all of our lovely Loaf customers.
Some of our benefits:
- 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
- Enhanced family leave policy
- Staff and friends and family discount scheme
- Healthcare cash plan
- EAP programme
- Shopping discounts
- Cycle to work scheme
- Half a day for Christmas shopping
- Life Assurance – 4 times annual salary
What\’s it like working at Loaf?
We are a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we\’re always striving for better, more efficient ways to deliver to the highest standard.
As a business, we\’re working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.
We\’d love you to join us on our journey.
#J-18808-Ljbffr
CX Team Manager Customer Service · Nuneaton · employer: Loaf
Contact Detail:
Loaf Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Team Manager Customer Service · Nuneaton ·
✨Tip Number 1
Familiarise yourself with Loaf's brand values and customer service philosophy. Understanding their commitment to comfort and quality will help you align your approach during interviews and discussions.
✨Tip Number 2
Prepare examples from your previous experience that showcase your management skills in a customer service environment. Highlight situations where you've successfully coached team members or resolved escalated issues.
✨Tip Number 3
Demonstrate your problem-solving abilities by thinking of specific instances where you've improved processes or enhanced customer experiences. This will show your proactive nature and ability to contribute to the team's success.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the company culture and expectations. This can provide you with valuable information to tailor your approach and questions during the interview.
We think you need these skills to ace CX Team Manager Customer Service · Nuneaton ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, especially within a retail call centre environment. Emphasise your skills in coaching, problem-solving, and handling escalations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've improved customer experiences in previous roles.
Highlight Key Skills: In your application, focus on key skills mentioned in the job description, such as communication, resilience, and attention to detail. Use concrete examples to demonstrate these abilities.
Show Enthusiasm for the Brand: Express your enthusiasm for Loaf and its mission in your application. Research the company’s values and culture, and explain how you align with them and can contribute to their goals.
How to prepare for a job interview at Loaf
✨Showcase Your Management Experience
Be prepared to discuss your previous management or team leader roles in customer service. Highlight specific examples where you successfully guided your team, resolved escalations, and improved processes.
✨Demonstrate Communication Skills
Since the role requires first-class communication, practice articulating your thoughts clearly. Be ready to showcase how you've adapted your communication style to different customers and situations.
✨Emphasise Problem-Solving Abilities
Prepare to share instances where you've quickly assessed a situation and implemented effective solutions. This could involve handling difficult calls or managing customer complaints with a calm and patient approach.
✨Exhibit a Customer-Centric Mindset
Loaf values a warm and friendly approach. During the interview, convey your passion for enhancing customer experiences and how you prioritise customer satisfaction in your work.