At a Glance
- Tasks: Lead and develop a dynamic Customer Care Team to deliver exceptional service.
- Company: Join Wren Kitchens, the UK's Number 1 place to work with a passionate team.
- Benefits: Enjoy life assurance, health discounts, gym access, and staff perks after one year.
- Other info: Be part of an award-winning company with incredible career growth opportunities.
- Why this job: Make a real impact by driving team performance and supporting growth in a fast-paced environment.
- Qualifications: Experience in the contract kitchen sector and proven leadership skills required.
The predicted salary is between 29700 - 36300 £ per year.
As a Contracts Customer Care Team Leader, you will lead and develop the Customer Care Team, ensuring high levels of service across the Contracts division.
You’ll manage and support Customer Care Advisors, drive performance against service levels and work with key stakeholders to improve processes and support the division’s growth.
Key Responsibilities
- Lead, motivate and support the Customer Care Team to consistently meet critical SLAs, ensuring excellent service performance for our housebuilder and main contractor customers.
- Set clear, ambitious and achievable objectives, regularly monitoring performance and taking appropriate action to drive continuous improvement.
- Monitor, analyse and accurately report team performance data, identifying trends, opportunities and areas requiring further development.
- Conduct regular performance reviews, one-to-one meetings and ad-hoc employee meetings, providing clear feedback and appropriate support.
- Take ownership of team performance, addressing challenges proactively and ensuring appropriate escalation and resolution of customer issues.
- Identify training and development needs and support the team in building their knowledge, skills and confidence.
- Coordinate with relevant stakeholders to support future growth, new processes and operational improvements within the Contracts division.
You must comply with all Health & Safety policies, procedures, and responsibilities outlined within the Integrated Management System
What Wren offer?
- Life Assurance after 2 years' service
- Access to Benenden health and discount platform after 1 years of continuous service
- EE discount
- Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
- Eye Care Vouchers
- Refer a Friend Scheme
- Free onsite gym
About You
- Previous experience in the contract kitchen sector.
- Previous experience in leading people.
- Ability to work in a challenging, dynamic and fast-paced environment
- Strong organisation skills and ability to self prioritise
- Strong communication skills both written and verbal
- Excellent customer service skills
- Passion for developing and growing a high performing team.
- You have the ability to maintain high levels of attention to detail
- Ability to work from both Harrogate and Barton-upon-Humber
About The Company
Wren Kitchens are not only passionate about kitchens, we are passionate about our people!
We have achieved incredible milestones over the years; opening over 100 showrooms, and winning multiple awards including the UK’s Number 1 place to work!
This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference.
With our exponential growth, we are looking for incredible individuals to join us and continue our success story!
Contracts Customer Care Team Leader in Harrogate employer: Wren Kitchens
Wren Kitchens is an exceptional employer, offering a dynamic work environment in Croydon where creativity meets precision. With competitive salaries and quarterly bonuses, employees enjoy a supportive culture that prioritises professional growth and development, alongside the opportunity to make a tangible impact on customers' homes. Join us to be part of a team that values innovation and collaboration, ensuring every kitchen and bedroom design is executed to perfection.
StudySmarter Expert Advice🤫
We think this is how you could land Contracts Customer Care Team Leader in Harrogate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wren Kitchens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wren Kitchens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contracts Customer Care Team Leader in Harrogate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wren Kitchens:Your cover letter is your chance to shine! Tell us why you want to work at Wren Kitchens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wren Kitchens!
How to prepare for a job interview at Wren Kitchens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
