Customer Service Team Leader

Customer Service Team Leader

Location: Barnwood, Gloucester, UK

Hours: 40 hours per week, Monday to Friday (onsite)

Salary: £32,907

Main Purpos

eLead the Customer Service Advisor team to handle all incoming customer enquiries, ensuring every customer receives the best service and Pooky’s standards and brand are maintained

.Main Responsibiliti

• esAssist the Head of Customer Service with overseeing the department, including ensuring SLA’s are being reached and processes are being followed correctl
• y.Assist with any escalations that have been passed over by customer service representative
• s.Deal with any customer interactions through our omnichannel platform, Gorgias, delivering excellent customer servic
• e.Deal with any customers in our Gloucestershire showroom, delivering excellent customer servic
• e.Liaise with other departments within the company to help resolve customer enquirie
• s.Lead the Customer Service team to deliver the correct processes expedientl

y.Ski

• llsDedication to delivering excellent customer experien
• ce.Excellent communication both verbally and writt
• en.Ability to listen active
• ly.Ability to demonstrate empathy and warmth in omni channel respons
• es.Ability to manage difficult conversations and/or communicatio
• ns.Problem solving approa

ch.Qualifications & Experi

• enceExperience with CRM and ERP sys
• temsMinimum 5 years customer service/retail experi
• enceExperience of supervising t

eams…