Customer Service Team Lead

Butternut Box | B Corp; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Team Lead to enhance customer experiences and drive team performance. This role emphasizes leadership, communication, and organisational skills, allowing you to shape the customer service landscape. You will manage a dedicated team, oversee operations, and implement strategies to improve service delivery. With a strong focus on team morale and customer satisfaction, you will play a vital role in ensuring the success of the Customer Love team. Join a forward-thinking company committed to sustainability and innovation, where your contributions will make a significant impact.

Benefits

25 days holiday

5 paid 'paws' days

£500 personal learning budget

Employee discount

Enhanced parental leave

Flexible working hours

Cycle to work scheme

Private Medical Insurance

Private Dental Insurance

Discounted gym access

Qualifications

• Excellent organisational skills and ability to manage time effectively.
• Strong communication skills for team and customer interactions.
• Ability to motivate and lead a team effectively.

Responsibilities

• Coordinating real-time management of the frontline operation.
• Onboarding and supporting the Customer Love team.
• Managing team scheduling and productivity levels.

Skills

Organisation

Communication

Leadership

Customer Service

Data Reporting

Problem Solving

Tools

Excel

Job description

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Recruiter at Butternut Box | D2C Talent Acquisition Manager

A bit about the role.

We are searching for an outgoing, hardworking, all-around great communicator and leader who cares passionately about the experience that our customers receive to cover the Team Leader role for 12 months.

Reporting directly to one of the Customer Love Managers, your daily work will be co-ordinating real-time management of the frontline operation, supervising and coaching the team, and occasionally working alongside the Customer Love Management team on select strategic projects. You will have direct reports, be given ownership over company goals, and be given fantastic development opportunities that will be down to you to drive forward. Your days in the office will be Monday, Wednesday and Thursday and you will be based at our office at The Box Office, London.

At Butternut, we use goals to set objectives and to help us measure the success of teams and the company on a quarterly basis.

Some examples of your day to day responsibilities will include:

• Onboarding Customer Love team members and supporting with recruitment.
• Holding 1:1s with team members and staying close to how they are doing, including performance, progression and wellbeing.
• Managing productivity levels as well as channel split by the team members, and ensure that we are hitting the required amount of output as a team (as set by the Customer Love Management team).
• Managing team scheduling.
• Ensuring that we aim to achieve our goals and provide weekly updates and reporting on progress.
• Acting as an escalation point for difficult cases, and giving guidance to the team
• Motivating the team and uphold the culture and values of Butternut.
• Representing Customer Love during cross departmental meetings, specifically on the Operational side.

A bit about you.

• Your organisational skills are excellent, you are confident managing your own time frames, deadlines and workload.
• You always jump in to help when you see someone needs it, and offer guidance and support.
• You're able to come up with initiatives and improvements to enhance customer experience.
• You continuously motivate the whole team, and see that it is imperative that team morale is of extremely high importance to a well functioning CL squad.
• Ready to get stuck in and work hard, be happy to figure things out proactively.
• Confident in cross department meetings, able to hold your own when submitting ideas and business cases.
• You operate in a way that puts the needs of the business at the forefront of your decisions, you are calm and rational in your thought processes.
• Have the ability to understand all core business KPI's and phrases, as well as a good knowledge on how the subscription business model operates.
• Reasonable Excel and data reporting skills.
• Happy to be the point of contact for the whole CL team.
• Good numerical reasoning skills - able to work out complex problems.
• Exceptional communication skills, both spoken and written for your team and our customers.
• Very good people management ability - you understand how to get the best from people.
• You can work autonomously to a very high standard, and also thrive as part of a team.
• Kind, giving and thoughtful. You operate with genuine care, honesty and you are hungry for continuous personal and team improvements.
• Application review
• Initial call (30 minutes): Introductory chat with our Recruiter.
• Take home task: This will be sent to you via email and will be used to understand more about your technical skills.
• Values interviews (60 minutes) : In person interviews in our office in White City where we will want to understand how your values align with our business values.
• Technical interview (60 minutes): Remote interview where you’ll be asked a number of scenario and competency based questions.
• This team works 3 days per week from our West London office (Monday, Wednesday and Thursday) and 2 days from home. This is non negotiable, so please only apply if you’re within a reasonable commute of London.
• We reserve the right to close the position if we receive a lot of applications. We’re a small recruitment team so do bear with us - we aim to respond to all applicants personally.
• We are unable to offer visa sponsorship for this role.
• We are not looking for recruitment agency support for this role.

A bit about us.

At Butternut, we put the food back into dog food. We believe dogs deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we make freshly prepared dog food. Cooked like you would at home. Delivered in perfect portions. #LI-Hybrid

As a B-Corp certified company; you can be sure you are joining a sustainable company who care about our people, product and our impact on the environment.

Our goal is to help dogs live healthier, happier and longer lives whilst leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave) hand-delivered the first Butternut Box, we now feed a lot of dogs across the UK - but we want to feed dogs everywhere. And to do this, we need a team of brilliant people who share that ambition to come and work with us.

A bit about what we offer.

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service
• 5 paid 'paws' days per year to support to learning and/or wellbeing
• £500 personal learning & development budget
• Butternut Box employee discount
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Co-working office space.
• Flexible working hours and work from home options
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Vitality
• Private Dental Insurance with Bupa
• Time off for fertility treatments and pregnancy loss
• Paid sabbaticals for squad members with 5 or more years at Butternut
• Discounted gym access through MyGymDiscounts
• Lots of office dogs (Ajax, Brio, Basil, Chorizo, Lenny, Jasper, Peggy, Pip and many more….)

️A few things to note:

• Butternut Box is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities and perspectives.
• As our business has grown so has our responsibility to our community, our planet and our business. We are not perfect, but we are committed to doing business the right way and continually improving our social and environmental performance.
• We're not afraid of putting extra weight on candidates from underrepresented groups. We want strong, diverse teams built from different backgrounds, experiences, and identities. We're ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and General Business

• Industries

  Manufacturing

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