Customer Happiness Team Leader Customer Happiness · Barnsley ·

Lucy & Yak, Ltd.; Barnsley; Hybrid; GBP 26,000; Full time

Job summary

Une opportunité passionnante s'offre à vous en tant que Team Leader de l'équipe de Customer Happiness chez Lucy & Yak. Dans ce poste hybride, vous gérerez une équipe distante, tout en visant à atteindre les objectifs de performance et à améliorer l'expérience client. Ce rôle permanent à temps plein est essentiel pour assurer un service client exceptionnel et collaboratif dans un environnement dynamique.

Qualifications

• Expérience avérée en leadership d'équipe ou gestion des personnes.
• Compétences solides en organisation et gestion de temps.
• Capacité à travailler sous pression et de manière autonome.

Responsibilities

• Superviser l'équipe des agents de satisfaction client, gérer les absences et la performance.
• Collaborer avec le Responsable de la relation client pour améliorer le service.
• Résoudre les problèmes clients complexes et gérer les plaintes escaladées.

Skills

Leadership

Organisation

Gestion du temps

Collaboration

Résilience

Flexibilité

Esprit inquisitif

Job description

We have an exciting opportunity for the Team Leader role on the Customer Happiness team at Lucy & Yak!

As Team Leader, you will be responsible for overseeing the daily operation of the team, ensuring performance targets are met, and creating a positive, high-performing work environment. You will be delivering outstanding customer service support and working closely with the Customer Relationship Manager to improve the customer experience across the business.

Job title: Customer Happiness Team Leader

Department: Customer Happiness

Location: Hybrid Working, Barnsley Distribution Centre

Key Responsibilities:

What you’ll be doing...

Managing a team of remote workers day to day including one to ones, absence and performance management where required.

Ensuring team targets are met, identifying training needs and supporting development plans

Collaborating closely with the Customer Relationship Manager in order to share insights and identify opportunities for improving the service provided.

Effectively solving more complex customer concerns and escalated complaints.

Investigating systematic issues and communicating solutions to the wider business

Liaising with couriers and service providers to address issues and implement solutions.

Providing essential administrative support for Customer Happiness team e.g. scheduling, providing invoices, filing courier claims, collecting data.

Utilising Gorgias, or any other service provider to improve automation and data collection to ensure efficient and useful customer service.

Deputising for the Customer Relationship Manager during periods of leave.

Key Skills & Experience:

What you need…

Proven experience in team leadership, supervision, or people management - this is a must as you’ll be supporting a team of remote working Customer Happiness agents.

Strong organisation, time management and prioritisation skills - you’ll be working within the Customer Happiness team alongside your team leader/managerial duties, so it’s important to be organised.

Strong collaboration and relationship building skills - it’s essential for cross-department communication.

Perseverance - you’ll need to be prepared to investigate systematic issues and get to the bottom of complicated customer issues.

Resilience – it can be busy at times, so you’ll need to be proactive and work well under pressure in an independent remote environment.

Flexibility - to be able to cover shifts / support with Overtime at short notice.

An inquisitive mind - you’ll be keeping up to date with system innovations and working on new approaches to improve our service.

The details:

Salary £26k

Hybrid working, based outside of our Barnsley Distribution Centre

Permanent full-time role

30 hour week with full time salary