At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and manage B2B relationships.
- Company: Join Richemont, a luxury brand known for its commitment to excellence.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity to work in a fast-paced environment with career growth potential.
- Why this job: Make a real impact in the luxury sector while developing your leadership skills.
- Qualifications: Strong leadership experience and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Customer Contact Team Leader – Richemont Customer Service (UK)
As the Customer Contact Team Leader for Richemont Customer Service in the UK, you will be responsible for managing all inbound and outbound communication, overseeing the follow‑up of repairs, and developing relationships with B2B customers and internal stakeholders across our full range of luxury products.
You will lead, motivate, and support a team to solve difficult cases and collaborate with back‑office and technical teams to find solutions.
Responsibilities
- Team Management
- Lead, manage, and motivate the Customer Contact Team to deliver a great customer service experience.
- Manage organization, performance, and workload of the team.
- Recruit, train, and develop team members.
- Review and monitor KPIs and continuous improvement projects to enhance efficiency and customer experience.
- Ensure adherence to team operating rules (absence, hours, remote work) and participate in morning briefings.
- Customer & Stakeholder Relationship Management
- Manage relationships with B2B customers, Richemont Maisons, internal boutiques, and the European customer relation centre.
- Handle all communication with stakeholders (B2B, manufacturers, Maisons).
- Serve as the link between Maisons/manufacturers and the team through regular visits and calls.
- Respond to B2B and internal requests regarding customer service and spare‑part orders, ensuring application of Brand Policies.
- Collaborate with other managers/supervisors to deliver the best possible service and improve service levels.
- Repair & Spare Parts Management
- Manage the repairs portfolio and follow up on cost estimates.
- Communicate repair delays and completion dates to customers.
- Track repairs sent to manufacturers/subcontractors and update status.
- Process quotes, accept or reject them, and handle file approvals.
- Coordinate with regional spare parts operations, workshops, and subcontractors to meet KPIs.
- Issue Resolution & Escalation
- Handle customer claims and elevate difficult cases to management or local brands.
- Mark knowledge in Warranty, product exchange, counterfeiting, and theft cases.
- Investigate root causes of escalations and recommend corrective actions.
- Cross‑Functional Support
- Provide support to platform teams as required.
- Leverage experience in Customer Service/Hospitality and strong communication skills.
- Maintain a professional phone manner and a solutions‑driven mindset.
- Show resilience under pressure, autonomy, efficiency, and rigor.
- Adaptability and openness to change.
- Experience with SAP is an advantage.
Qualifications
- Strong team leadership and development experience.
- Excellent communicator with internal and external clients at all levels.
- Experience managing customer service teams and handling high‑level complaints.
- Ability to work efficiently under pressure and meet tight deadlines.
- Self‑motivated, autonomous, and results‑oriented.
- Advantage: SAP knowledge.
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Supervisor (Maternity Cover) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Richemont. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Richemont before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Contact Supervisor (Maternity Cover) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Richemont:Your cover letter is your chance to shine! Tell us why you want to work at Richemont specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Richemont!
How to prepare for a job interview at Richemont
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
