At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences across multiple channels.
- Company: Join Vintage Cash Cow, a rapidly scaling company focused on sustainability and unique vintage items.
- Benefits: Competitive salary, supportive culture, and opportunities for personal and professional growth.
- Other info: Be part of a new team driving innovation and excellence in customer engagement.
- Why this job: Make a positive impact while leading a passionate team in a hands-on role.
- 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.
Multichannel Cx Team Lead in Leeds employer: Vintage Cash Cow
Vintage Cash Cow is an exceptional employer that prioritises employee growth and a positive work culture, making it an ideal place for those passionate about customer service and sustainability. With a focus on coaching and development, employees are empowered to excel in their roles while contributing to a mission that promotes responsible consumerism. Located in a dynamic environment backed by reputable VC firms, team members enjoy the unique advantage of being part of a rapidly scaling company that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Multichannel Cx Team Lead in Leeds
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, read up on their mission, and understand their values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This way, you can clearly demonstrate your experience and how it aligns with the role.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for your interviewer. This shows that you’re engaged and serious about the position. Ask about team dynamics, challenges they face, or how success is measured in the role.
✨Tip Number 4
After the interview, send a thank-you email to express your appreciation for the opportunity. Mention something specific from the conversation to remind them of your enthusiasm and fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Multichannel Cx Team Lead 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 Data-Driven:Since we value data in monitoring team performance, include any relevant metrics or achievements that demonstrate your ability to use data effectively. This will show us you're ready to lead with insights!
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 you into the process smoothly. We can’t wait to hear from you!
How to prepare for a job interview at Vintage Cash Cow
✨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 experience. 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 the Multichannel Cx Team Lead.
✨Familiarise Yourself with Multichannel Strategies
Brush up on your knowledge of multichannel customer service environments. Be ready to discuss how you would manage interactions across various platforms like phone, email, and chat. This shows that you understand the complexities of the role and can handle them effectively.
✨Prepare for Real-Time Scenarios
Think about potential real-time escalations or complex queries you might face in this role. Prepare your approach to handling these situations calmly and effectively. This will demonstrate your problem-solving skills and ability to maintain high customer satisfaction under pressure.
