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- Tasks: Lead a dynamic customer service team to deliver top-notch support and resolve complex issues.
- Company: Join TALA, a fast-growing, sustainable activewear brand with a vibrant culture.
- Benefits: Enjoy a competitive salary, employee discounts, and fun team events.
- Why this job: Be part of a mission-driven brand making a positive impact in the fashion industry.
- Qualifications: Experience in customer service leadership, especially in e-commerce, is essential.
- Other info: Work in a bright office in central London with other innovative startups.
The predicted salary is between 36000 - 60000 £ per year.
About the role: TALA, known for activewear that keeps up with busy lifestyles, has been on a rocket ship since its 2019 founding by entrepreneur Grace Beverley. Built on largely organic socials, today we are a digital-first, multichannel women's athleisure brand with a multi-faceted growth and retention strategy, trading on impressive numbers. TALA recently opened a 2,000-square-foot, double-fronted Store on London's iconic Carnaby Street as part of our ambitious growth strategy, backed by a recent funding round. We're looking for a Customer Service Manager to join our growing team. This role reports to the Commercial Director.
Our customer service team operates 7 days a week, including bank holidays, and is an integral part of supporting the success of our brand through peak launch/sale periods, alongside normal business trading.
Tasks
- Delivering excellent service: Lead the customer services team to provide the highest standards of service to our customers in a professional and timely manner across all communication channels.
- Provide hands‐on assistance in managing more complex & escalated customer concerns.
- Deliver against customer service KPI's, including speed of response/resolution, first contact resolution, service revenue and satisfaction feedback.
- Compile reporting of customer service performance with actionable insight for the leadership team.
- Maintain a catalogue of customer service reply templates to ensure accuracy of content and consistency of brand tone of voice.
Team management:
- Maintaining Rota's and holiday planners to ensure optimum levels of resource available to deal with customer demands & trading plans.
- Provide leadership and guidance to the customer services team for their continuous development and to highlight any areas for improvement.
- Recruit and oversee the training of new members of the team as we continue to grow.
Systems and processes:
- Become an expert in customer service systems and processes.
- Collaborate closely with the Retail Management team to design and deliver a seamless customer journey, ensuring clear, consistent communication and alignment across all departments to enhance the overall customer experience.
- Liaise with our fulfilment partner and logistics team on any customer concerns to minimise future occurrences.
- Maintain knowledge base resources, including team training documents, macros & TALA help centre to contain accurate and up-to-date support.
- Identify and implement new platform features and propose new application integrations to continually improve service, KPIs and customer service efficiencies and experience.
- Manage chargeback/ inquiries within payment gateways to minimise impact to the customer and TALA.
Requirements
Who You Are: Energetic, Innovative and most importantly, a great team leader. The sort of personality that thrives in a fast-moving, quickly changing atmosphere. Passionate about the customer, keeping them at the heart of everything we do.
Skills & Experience:
- Experience of leading a customer service team ideally within an e-commerce environment, using written communication (email, chat, socials, etc.)
- Proven experience in working across multiple systems with high levels of accuracy and time delivery and autonomy.
- Ability to problem solve and think quickly and creatively to find solutions for our customers.
- High levels of computer literacy, with confidence to implement system changes/updates when needed.
- Keen eye for detail.
- Strong time and task management skills.
- A passion for disruptive products and start-ups.
- Demonstrated success in working with large amounts of data and translating this into suitable reporting for the intended audience.
- Experience working with Shopify and Gorgias is an advantage.
- Experience in the fashion industry an advantage.
Benefits
What we can offer: A competitive salary and package, fun, start-up working culture including: team social events, brand collaborations, sample sales, awards, a sense of mission, and contribution to the greater good, experience in a high-profile fast growth, VC-backed startup, employee discount and allowance on the best sustainable athleisure clothing in the UK, beautiful and bright offices in a historic building in central London (near Vauxhall) with other startups on site.
About us: TALA is an activewear brand built to actively solve problems without creating new ones for people, the planet, or anyone else. Every collection prioritises functionality and thoughtful design, combining premium fabrics with multi-way versatility and flattering fits that deliver maximum impact with minimal effort. Each piece is crafted with attention to detail, ensuring women can look and feel their best with ease.
Customer Service Manager in London employer: Tala (We are Tala Ltd)
Contact Detail:
Tala (We are Tala Ltd) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in London
✨Tip Number 1
Get to know TALA inside out! Familiarise yourself with our brand values, products, and customer service ethos. This will help you connect with the team during interviews and show that you're genuinely passionate about what we do.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at TALA. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for situational questions! Think of examples from your past experience where you've led a team, resolved customer issues, or improved processes. We love seeing how you handle real-life challenges.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the TALA family. Don’t miss out!
We think you need these skills to ace Customer Service Manager in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through! We want to see how you keep customers at the heart of everything you do, so share examples that highlight your passion for helping others.
Tailor Your Experience: Make sure to customise your application to reflect your experience in e-commerce and customer service. We love seeing how you've tackled challenges in fast-paced environments, so don’t hold back on those details!
Be Clear and Concise: Keep your writing clear and to the point. We appreciate a well-structured application that showcases your skills without unnecessary fluff. Remember, clarity is key when communicating with customers too!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with TALA. Don’t miss out!
How to prepare for a job interview at Tala (We are Tala Ltd)
✨Know the Brand Inside Out
Before your interview, dive deep into TALA's mission, values, and product offerings. Understanding their commitment to sustainability and how they differentiate themselves in the activewear market will show your genuine interest and alignment with their goals.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to lead a team effectively. Prepare examples of how you've successfully managed teams in the past, particularly in fast-paced environments. Highlight your ability to motivate others and handle escalated customer concerns with ease.
✨Demonstrate Problem-Solving Abilities
TALA values innovative thinkers who can tackle challenges head-on. Be ready to discuss specific instances where you've creatively solved customer issues or improved service processes. This will illustrate your proactive approach and adaptability.
✨Familiarise Yourself with Relevant Tools
If you have experience with systems like Shopify and Gorgias, make sure to mention it. If not, do a bit of research on these platforms and be prepared to discuss how you would leverage technology to enhance customer service efficiency and reporting.