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- Tasks: Lead a dynamic team to deliver exceptional customer service across multiple channels.
- Company: Join Vintage Cash Cow, a rapidly scaling company focused on sustainability and reCommerce.
- Benefits: Competitive salary, supportive culture, and opportunities for personal growth.
- Other info: Be part of a new team driving innovation and excellence in customer engagement.
- Why this job: Make a positive impact while revolutionising the buying and selling of unique vintage items.
- Qualifications: 2+ years in customer service leadership with strong coaching and communication skills.
The predicted salary is between 35000 - 45000 £ per year.
About the team: At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items. With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact.
About the role: We’re building a new Multichannel Customer Team to deliver high-quality customer experiences across a range of contact channels including phone calls in and outbound across customer service and buying, emails, and more. This is a hands-on leadership role, where you’ll drive performance, quality, and customer satisfaction — ensuring that your team delivers consistently excellent service across all channels. You’ll balance day-to-day operational oversight with coaching, development, and continuous improvement. The role requires someone who is confident in managing across multiple platforms, experienced in leading people through change, and passionate about building a culture of ownership, care and adaptability.
Key Responsibilities- Lead, coach, and support a team of Multichannel Advisors, ensuring high levels of engagement, morale, and performance.
- Conduct regular 1:1s, quality reviews, and team meetings, QA’s under People Management.
- Identify skills gaps and deliver targeted coaching or training.
- Set clear goals and expectations, and ensure accountability.
- Support onboarding and upskilling of new team members.
- Monitor team performance across all channels, communication channels with the customer, and lead your team to high performance and productivity.
- Ensure customer SLAs and KPIs (response times, quality, customer satisfaction) are consistently met or exceeded.
- Manage scheduling, workload balancing, and resource planning to meet contact demand.
- Handle real-time escalations, complaints, or complex queries as needed.
- Identify recurring issues, friction points or inefficiencies, and contribute to service improvements.
- Provide feedback to wider teams on customer pain points, product/service issues, or process improvements.
- Support the implementation of new tools, processes, and systems within the team.
- Collaborate with other team leaders and departments to ensure seamless end-to-end customer experiences.
- Lead and be part of the development of the new team, sharing ideas, best practices, suggestions so that this is a success.
- Drive and lead in data that shows customer demand, trends utilising lean processes to be more effective and aid performance.
Essential Skills & Experience:
- Proven experience in a customer service/contact centre leadership role minimum 2 years.
- Strong people leadership and coaching skills, with the ability to bring out the best in others.
- A solid understanding of multichannel environments and customer expectations across phone, email, chat, etc.
- Confident using data to monitor team performance and drive improvement.
- Excellent communication skills — empathetic, clear, motivating.
- Comfortable with change, and able to lead others through transitions.
- Highly organised, calm under pressure, and solution-focused.
Nice to Have (But Not Essential):
- Familiarity with CRM and contact centre technologies.
- Experience in sales.
Multi Channel Engagement Team Leader (Customer Service) in Leeds employer: Vintage Cash Cow & Arcavindi
Contact Detail:
Vintage Cash Cow & Arcavindi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Multi Channel Engagement Team Leader (Customer Service) in Leeds
✨Tip Number 1
Get to know the company inside out! Research Vintage Cash Cow, their mission, and values. This way, when you chat with them, you can show how your passion for customer service aligns with their goals in reCommerce and sustainability.
✨Tip Number 2
Practice your leadership stories! Think of examples where you've successfully led a team through change or improved customer satisfaction. Be ready to share these during interviews to demonstrate your hands-on approach and coaching skills.
✨Tip Number 3
Show off your data skills! Be prepared to discuss how you've used data to drive performance in previous roles. This will highlight your ability to monitor team performance and make informed decisions, which is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining the Vintage Cash Cow team.
We think you need these skills to ace Multi Channel Engagement Team Leader (Customer Service) in Leeds
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for delivering exceptional customer experiences shine through. We want to see how you can contribute to our mission of revolutionising the buying and selling of vintage items!
Highlight Your Leadership Skills: Make sure to showcase your experience in leading teams and driving performance. We’re looking for someone who can inspire and coach others, so share examples of how you've done this in the past.
Be Specific About Your Multichannel Experience: Since this role involves managing various contact channels, be clear about your experience with them. Whether it’s phone, email, or chat, we want to know how you’ve successfully navigated these platforms.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with us at Vintage Cash Cow.
How to prepare for a job interview at Vintage Cash Cow & Arcavindi
✨Know the Company Inside Out
Before your interview, dive deep into Vintage Cash Cow's mission and values. Understand their focus on reCommerce, sustainability, and customer service excellence. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved performance. Highlight your coaching techniques and how you've motivated others to achieve their best. This is crucial for a hands-on leadership role like this one.
✨Be Ready for Scenario Questions
Expect to be asked about handling real-time escalations or complex queries. Think of specific situations where you resolved issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and concisely.
✨Demonstrate Your Data Savvy
Since the role involves using data to monitor performance, come prepared to discuss how you've used data in previous roles to drive improvements. Be ready to talk about key metrics you've tracked and how they influenced your team's success.