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- Tasks: Lead a dynamic customer service team, ensuring top-notch support and seamless customer experiences.
- Company: Join OB, a vibrant brand dedicated to exceptional customer service and team collaboration.
- Benefits: Enjoy hybrid working, generous discounts, flexible holidays, and access to health support programmes.
- Why this job: Be part of a supportive culture that values your input and fosters personal growth.
- Qualifications: Previous senior customer service experience and strong leadership skills are essential.
- Other info: Located near Chessington, just 30 minutes from London Waterloo, with flexible working options.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a Customer Service Team Leader to join Team OB in our Support Office. This is a full-time role working Tuesday to Saturday. As a Customer Service Team Leader at OB, you will support the Managers with the day-to-day guidance and operations of the department. You will be a key part in helping the team to achieve performance targets and provide our customers with a seamless customer journey and experience.
Working collaboratively with other Team Leaders, Senior Advisors and the management team to help distribute workloads within the department, you will assist with the development of the team and its structure, helping to identify areas of improvement.
Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.
More about the role:- Provide structure for the day with ticket management - streamlining customer contacts and identifying urgent messages, trends and issues.
- Check in with the daily team rota and provide flexible solutions where needed and re-allocate tasks to ensure customer needs are met.
- Work with the Senior Advisors to support the team throughout the day to ensure customers are responded to quickly and effectively.
- Support the management team with customer and business escalations.
- Analyse and take an interest in all CS systems to make sure they are running effectively on a daily basis.
- Be confident to lead and support the CS Team independently when needed.
- Point of escalation for customer complaints.
- During peak and busy periods work to support the team by assisting with the daily workload of emails and phone calls, responding to our customers with OB's high standards.
- With support of the CS Managers, run the quality control programme for our team of advisors, analysing their performance and providing regular feedback.
- Assist the CS Managers with one-to-ones, performance reviews and appraisals.
- Build strong working relationships with all teams across the business to ensure that we have the right contacts in place to help improve systems and processes.
- Support and lead training of all new Customer Service Advisors and provide ongoing coaching and aftercare.
- Be part of planning and strategy meetings for relevant CS projects and peak reviews.
- Work closely with the CS Managers to ensure department KPIs are met and exceeded.
- Highlight any new trends within the retail environment and help to push the boundaries within our business.
- Assist with sending regular system and customer trend reports to the business.
- Use existing reports to identify areas of improvement for escalation.
- Generous employee discount up to 50% off all OB products.
- Free access to our 24-hour employee assistance programme with Care First offering financial, emotional and vocational support.
- Flexible holiday - 30 days (including bank holidays) increasing to 35 days with length of service.
- Annual discretionary profit-related bonus scheme.
- Free membership for our Westfield Health Cash Plan or Private Medical.
- Ability and confidence to identify problems and trends and take own initiative to provide and implement solutions with guidance.
- A quick thinker with a positive, flexible approach and a can-do attitude.
- Methodical worker with an organised and structured approach to work.
- Excellent written English and communication skills.
- Great people skills with the ability to manage, train and mentor others to ensure they have the knowledge and skills to perform effectively.
- Computer literate with confidence and an interest to learn and explore systems.
- A passion for OB as a brand and for leading Customer Service.
- Ability to prioritise, juggle and deliver to tight deadlines, whilst maintaining attention to detail.
- Previous Senior Customer Service experience and people/team supervising.
- Knowledge of or an interest in Consumer Rights.
- An independent worker with an excellent work ethic.
Customer Service Team Leader in Chessington employer: Oliver Bonas
Contact Detail:
Oliver Bonas Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Chessington
✨Tip Number 1
Familiarise yourself with OB's customer service philosophy and values. Understanding what makes their approach unique will help you align your leadership style with their expectations, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of OB, especially those in customer service roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss specific examples from your past experience where you've successfully led a team or improved customer service processes. Highlighting measurable outcomes will demonstrate your capability as a leader.
✨Tip Number 4
Stay updated on current trends in customer service and retail. Being able to discuss these trends during your interview will show that you're proactive and genuinely interested in enhancing the customer experience at OB.
We think you need these skills to ace Customer Service Team Leader in Chessington
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 teams, handle escalations, and improve processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your enthusiasm for the role at OB. Mention how your skills align with the job description, particularly your ability to identify trends and implement solutions.
Showcase Your Communication Skills: Since excellent written communication is crucial for this role, ensure your application is free from errors and clearly structured. Use professional language and be concise while conveying your points effectively.
Highlight Leadership Experience: Emphasise any previous experience you have in leading teams or mentoring others. Provide examples of how you've successfully supported team members and contributed to achieving performance targets.
How to prepare for a job interview at Oliver Bonas
✨Show Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to lead and support a team. Prepare examples from your past experiences where you've successfully managed a team or resolved conflicts, showcasing your leadership style and how it aligns with the company's values.
✨Understand the Customer Journey
Familiarise yourself with the concept of a seamless customer journey. Be ready to discuss how you would enhance customer experiences and address any potential issues. This shows that you are proactive and understand the importance of customer satisfaction.
✨Be Ready to Discuss KPIs
Since the role involves meeting and exceeding department KPIs, come prepared to talk about how you've previously contributed to achieving targets. Highlight specific metrics you've worked with and how you used data to drive improvements in customer service.
✨Demonstrate Problem-Solving Abilities
The job requires identifying problems and trends. Think of examples where you've successfully identified an issue and implemented a solution. This will illustrate your analytical skills and your ability to think on your feet, which is crucial for this role.
