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 Purpose
Lead 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 Responsibilities
- Assist the Head of Customer Service with overseeing the department, including ensuring SLA’s are being reached and processes are being followed correctly.
- Assist with any escalations that have been passed over by customer service representatives.
- Deal with any customer interactions through our omnichannel platform, Gorgias, delivering excellent customer service.
- Deal with any customers in our Gloucestershire showroom, delivering excellent customer service.
- Liaise with other departments within the company to help resolve customer enquiries.
- Lead the Customer Service team to deliver the correct processes expediently.
Skills
- Dedication to delivering excellent customer experience.
- Excellent communication both verbally and written.
- Ability to listen actively.
- Ability to demonstrate empathy and warmth in omni channel responses.
- Ability to manage difficult conversations and/or communications.
- Problem solving approach.
Qualifications & Experience
- Experience with CRM and ERP systems
- Minimum 5 years customer service/retail experience
- Experience of supervising teams
Pooky is all about beautiful, decorative lighting. Lights that look as though they cost a fortune, but don’t.
We’re a tight-knit team of super-committed individuals who love what we do and who (mostly!) do it with a smile and a sense of humour. We’re passionate about beautiful lighting and we’re unbelievably proud to be part of Pooky. We love bringing beautiful and affordable lighting to as many people as we can.
As a company, we also recognise the responsibility on us to do what we do responsibly, ethically, fairly and with as little impact on the environment as possible. We aim to design products that will last, for their quality of build and for our avoidance of skittish fads. As an e-commerce company, we know that our customers will judge us on the packaging we use and we do our best to tread the line between wasteful packaging and broken products, and all the environmental costs of remaking and re-sending them.
