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 reCommerce.
- Benefits: Competitive salary, supportive work 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 developing your leadership skills in a vibrant environment.
- Qualifications: 2+ years in customer service leadership with strong coaching abilities.
The predicted salary is between 30000 - 32000 £ per year.
Department: Customer Experience
Employment Type: Full Time
Location: Trimble Offices, Morley
Compensation: £30,000 - £32,000 / 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.
Skills, Knowledge and Expertise
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 Morley employer: Vintage Cash Cow
Vintage Cash Cow is an exceptional employer that prioritises employee growth and a positive work culture, particularly in our Trimble Offices in Morley. We offer competitive compensation, a supportive environment for coaching and development, and the opportunity to make a meaningful impact in the reCommerce sector. Join us in revolutionising customer experiences while contributing to sustainability and responsible consumerism.
StudySmarter Expert Advice🤫
We think this is how you could land Multichannel Cx Team Lead in Morley
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially around customer experience and sustainability, so you can show how you fit right in.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your leadership skills and experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm 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 Morley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Multichannel Cx Team Lead role. Highlight your leadership experience in customer service and any relevant achievements that showcase your ability to drive performance and quality.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer experience and how you can contribute to our mission at Vintage Cash Cow. Share specific examples of how you've led teams through change and improved customer satisfaction.
Showcase Your Multichannel Experience:Since this role involves managing multiple contact channels, be sure to mention your experience with phone, email, and chat support. We want to see how you've successfully navigated these environments and met customer expectations.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Vintage Cash Cow
✨Know the Company Inside Out
Before your interview, make sure you research Vintage Cash Cow thoroughly. Understand their mission around reCommerce and sustainability, and be ready to discuss how your values align with theirs. This shows genuine interest and helps you connect with the interviewers.
✨Showcase Your Leadership Skills
As a Multichannel Cx Team Lead, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on coaching, performance management, and driving engagement. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle real-time escalations. Think of specific scenarios where you managed customer complaints or improved team performance. Highlight your approach to maintaining high service levels across multiple channels.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how they measure success in this role. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
