Mountain Warehouse

  • Team Leader - Shared Service (Coventry based permanent opportunities)

    Job Locations UK-IOW-Coventry
    ID
    2018-1246
    Category
    Shared Service
    Position Type
    Permanent Full-Time
  • Overview

    Reporting into the Head of our Shared Service Centre we are looking for Customer Service Team Leader to join our team


    The position is full time permanent.


     


    Our customer service working hours are:


     


    Day Shift Operating Hours: 6.30am – 10pm Monday – Friday, Saturday and Sunday 9am – 5.30pm on a shift rota


    Night Shift Operating Hours: 10.00pm – 6.30am Sunday – Thursday


     

    What you'll be doing

    As a first line manager you are responsible for leading and managing a team of customer service advisors in line with our business and centre values. The advisors will need to



    • Provide fast and friendly help for our customers, at all points in the customer journey – before, during and after purchase, be it online or in store. Our aim is make contact and communication with us as easy and smooth as possible for our customers

    • Engage with our customers via telephone, email, live chat and good-old-fashioned letter, regardless of the contact channel, we always seek to get the right response, first-time, for each and every customer.

    • Efficient, pro-active communicators, constantly liaising with our warehouse team, our couriers, our stores and the wider business, to deliver the very best customer service.

    • Take pride in our work and work together as a team to serve our customers and support our fast growing, quick paced business.


     


    Additionally, you will be responsible for



    • The ongoing training and development of your team, ensuring they have the right skills to offer the best possible service.

    • Delivery of workshops to advisors.

    • The delivery of effective 1-1’s, coaching, team meeting’s and performance management.

    • Being instrumental to create, manage and drive a culture of high staff engagement

    • Identify opportunities for ongoing improvements in the Centre operations

    We would love to meet someone with


    • 2 year minimum leading a team of 6-8 people, in a call centre/contact centre environment or equivalent

    • You may be an Assistant Manager or Manager in retail or hospitality wanting to transition into an office environment.

    • Experience of managing people and delegation

    • Experience of complaint handling and resolution

    • Ability to motivate and evaluate a team

    • Self-motivated and able to perform under pressure

    • Experience in a customer-facing role – in retail, call centre or similar

    • Fluent in English language

    • Excellent written skills - good tone, concise, accurate spelling and grammar

    • Confident, friendly telephone manner

    • Basic IT Skills – Outlook, Word, Excel, Internet Browsers

    • Passionate about and take pride in providing the very best customer service

    • Enjoy working in a fast-paced environment, can think on your feet and able to multitask

    • Excellent problem solving skills and a can-do attitude

    • Take pride in your work and your attention to detail is unrivalled

    • Remain calm in difficult situations and love working as part of a team

    • Experience of any online shopping channels – ie eBay, Amazon would be highly desirable.

    • Fluent in any of German, French, Spanish, Italian would be a real plus.

    What's in it for you?


    • Competitive salary and benefits

    • Holiday allowance

    • 50% staff discount & 25% for family and friends

    • Pension scheme

    • Cycle to work scheme (eligible after a probationary period)

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