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- Tasks: Lead a dynamic team to deliver exceptional customer service experiences.
- Company: Join White Stuff, a vibrant brand known for its unique clothing and accessories.
- Benefits: Enjoy hybrid working, generous holiday, and discounts on products.
- Why this job: Be a key player in enhancing customer satisfaction and brand loyalty.
- Qualifications: Experience in leading customer service teams and a passion for excellent service.
- Other info: Flexible working hours with opportunities for community volunteering.
The predicted salary is between 36000 - 60000 £ per year.
Who we are: White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive. Our people are at the heart of our brand, constantly moving and driving us forward. We’re sociable, talented, and like-minded and we’re not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels. It is an exciting time to join the Customer Service Team as we become increasingly focused on delivering amazing customer experiences across all channels.
The role is predominantly based at our Customer Service Office in Leicestershire. However, evening and weekend working will be carried out from home, therefore, a reliable internet connection is required. Occasional travel to our Head Office in London. Our operating hours are Monday to Friday 8am to 8pm. Saturday and Sunday 8am to 4pm. You will be scheduled to work within those hours.
Who you are: A White Stuff Customer Service Operations Lead is passionate about ensuring every customer has an amazing experience when contacting White Stuff and passionate about everyone in the team delivering this experience across our channels.
Primary objective of the job: As a Customer Service Operations Lead, you will be responsible for the operational performance of the Customer Service Team. Optimizing budgeted resource to deliver agreed SLAs and an amazing experience for our customers in a multi-channel environment. Ensuring quality and tone of voice are in line with the company’s customer service pillars and brand.
What you’ll be doing:
- Championing the brand and our values, promoting the White Stuff brand, tone of voice, and values in a professional and friendly manner always.
- Managing resource and costs while delivering against agreed SLAs.
- Manage, coach, develop, and engage all direct reports to maximize their potential.
- Address & manage poor performance in line with company procedures.
- Duty Management cover (Evening/Weekends).
- SME on new company-wide projects and initiatives, and how these impact the customer.
- Effective Deputy to Customer Service Manager who can represent Customer Service Business Wide.
What you’ll need:
- Experience of leading a large team of Hybrid Advisors in a multi-channel Customer Service/Contact Centre environment for a B2C Brand.
- Experience of all channels (calls/email/Chat) including social media Engagement, ideally in a Retail environment, and understanding of the different needs of each channel.
- Understanding of the importance of social media as a channel.
- Proven Track record of Managing Complaints and turning these into a positive.
- Strong record of developing Team Capability through effective coaching.
- Strong people management and leadership skills.
- Strong passion for customer service and understanding how the service we provide to our customers underpins brand loyalty.
- An Ambassador for the Brand.
- Always seeking to raise the bar in terms of quality and care that customers receive.
- Excellent communication and interpersonal skills.
- Exceptional attention to detail.
- Cheerful disposition with a flexible and positive approach to work and others.
What we will offer you: As a Customer Service Operations Lead at White Stuff you will be entitled to an array of great benefits, some of which include:
- Hybrid working.
- Quarterly/Annual bonus opportunity.
- Up to 25 days holiday per annum, plus bank holidays.
- 2 extra (paid!) days off per year to volunteer in the local community.
- 50% discount.
- Subsidised BUPA Dental Insurance.
- Healthcare cash plan and Life Assurance.
- Interest free season ticket loan.
- Pension Contribution.
We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.
Customer Service Operations Lead in Leicester employer: White Stuff
Contact Detail:
White Stuff Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operations Lead in Leicester
✨Tip Number 1
Get to know the company inside out! Research White Stuff's values, products, and customer service approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral, which can boost your chances of landing that role.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle various customer service scenarios, especially in a multi-channel environment. Practising your responses will help you feel more confident during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really want to be part of the White Stuff family.
We think you need these skills to ace Customer Service Operations Lead in Leicester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer service shine through. We want to see how much you care about creating amazing experiences for customers, so share any relevant stories or examples that highlight this.
Tailor Your Application: Make sure to tailor your application to the role of Customer Service Operations Lead. Highlight your experience in leading teams and managing multi-channel environments, as well as your understanding of our brand values and tone of voice.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the White Stuff family!
How to prepare for a job interview at White Stuff
✨Know the Brand Inside Out
Before your interview, dive deep into White Stuff's brand values and products. Familiarise yourself with their unique prints and customer service ethos. This will not only show your enthusiasm but also help you align your answers with their brand identity.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in a multi-channel customer service environment. Highlight specific instances where you managed performance, coached team members, or turned complaints into positive experiences. This will demonstrate your capability as a Customer Service Operations Lead.
✨Emphasise Your Communication Style
Since the role requires excellent communication skills, practice articulating your thoughts clearly and confidently. Be ready to discuss how you adapt your tone of voice across different channels, ensuring it aligns with White Stuff's friendly and professional approach.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities in real-life scenarios. Think about how you would handle a difficult customer interaction or manage a team during peak times. This will showcase your critical thinking and ability to maintain high service standards under pressure.
