Customer Care Team Leader (12-month contract)
Department: Customer Care
Employment Type: Fixed Term - Full Time
Location: High Wycombe
Description
Hybrid or remote working available
Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn’t find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born.
As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture.
Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.
Our Values:
With Soul. Courage & Resilience. Passion & Drive. Entrepreneurial Spirit. Collaborative.
The Role
- Champion exceptional customer care, ensuring the customer is at the forefront of all decision making
- Provide team support, answering queries and identifying solutions
- Independently resolve complex customer queries and complaints
- Monitor the team’s workload and maintain a high level of service awareness
- Identify frictions and improvements in the customer experience, raising issues and feedback as appropriate
- Conduct regular 1:1 and performance reviews
- Work collaboratively with the wider team and contribute to customer care objectives and initiatives
To accommodate our international customers, you will be required to work until 8pm on one or two evenings per week. Working hours will also include some Saturdays and Bank Holidays
What You'll Have
- Positive and optimistic outlook
- Resilience - able to roll with change and challenges
- Excellent interpersonal skills, supported with strong written and verbal communication
- A high level of attention to detail and the ability to read between the lines
- A proactive approach and ‘can do’ attitude
- Strong planning and organisation of workPrevious experience managing direct reports preferred
You'll Be Rewarded With
- Competitive starting salary and great career prospects in a fast paced and growing business
- 25 days holiday, plus bank holidays and a day off on your birthday
- Company-funded private health insurance and access to Smart Health
- Life assurance
- Discretionary bonus scheme
- 50% staff discount
- Bespoke induction support and ongoing development to help you thrive in your new role
- A welcoming and inspiring work-environment - take advantage of Yoga classes and social activities
#J-18808-Ljbffr
Customer Care Team Leader (12-month contract) in High Wycombe employer: Mint Velvet
Mint Velvet is an exceptional employer that fosters a vibrant and supportive work culture, where creativity and collaboration thrive. With a commitment to employee growth, the company offers competitive salaries, generous holiday allowances, and unique perks like summer hours and wellness activities, all within a flexible hybrid working model in High Wycombe. Join us to be part of a passionate team dedicated to making a positive impact on people and the planet while enjoying a fulfilling career in the fashion industry.
