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.
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