Customer Service Team Leader

TFG; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in England is seeking a Customer Care Team Leader to manage customer service operations. The ideal candidate will have leadership experience and a passion for customer service. This full-time position offers hybrid working and excellent benefits, including a generous discount and holiday entitlement.

Benefits

Generous colleague discount up to 70%

Up to 28 days holiday entitlement per annum

Financial and wellbeing assistance

Enhanced maternity package

Virtual GP service unlimited access 24/7

Qualifications

• Proven experience leading or supervising a customer service team.
• Strong communication and problem-solving skills.
• Excellent organizational skills with the ability to manage priorities.

Responsibilities

• Lead and support the customer service team daily.
• Oversee day-to-day operations to meet service level targets.
• Handle escalated customer queries effectively.

Skills

Leadership

Customer service

Communication

Problem-solving

Organizational skills

Job description

Every exceptional customer moment starts with our people.

At TFG London, we believe that it's our team who bring our house of brands to life. All our colleagues across Hobbs, Phase Eight, Whistles, and Inside Story play a vital role in our success story and that story is only getting more exciting!

We're looking for an energetic and people-focused Customer Care Team Leader to join our team and help us deliver the exceptional service our customers expect across all our brands. This full-time role is hybrid, working one to two days a week in our office in Hoo, Kent.

Role

As our Customer Care Team Leader, you'll play a key role in keeping our customer service department running smoothly and efficiently every day. You'll:

• Lead and support the customer service team, ensuring everyone is motivated, productive, and well looked after.
• Oversee the day-to-day operations, making sure we meet our service level targets across all contact channels.
• Handle escalated customer queries quickly and effectively, turning challenges into opportunities to strengthen loyalty.
• Monitor KPIs, spotting ways to improve quality, processes, and team performance.
• Collaborate with other departments and stores to ensure seamless communication and great customer experiences.
• Coach and develop your team through regular one-to-ones, feedback, and training opportunities.
• Champion continuous improvement, sharing ideas, streamlining processes, and celebrating success along the way.

Who you'll be

You'll be a natural leader who brings out the best in others. You'll have a genuine passion for people and customer service, along with the confidence to make decisions and drive results. You'll also have:

• Proven experience leading or supervising a customer service team.
• Strong communication and problem-solving skills, with a calm, approachable style.
• Excellent organisational skills with the ability to manage priorities and adapt to change.
• A positive outlook and a collaborative spirit, someone who motivates, supports, and inspires others.

Whats In It For You

It's not just what you can do for us. Throughout we will give you the tools and the time to develop your career in the direction you want to go. Alongside that, we have some great benefits which include:

• Generous colleague discount up to 70%
• Up to 28 days holiday entitlement per annum
• Financial and wellbeing assistance
• Enhanced maternity package
• Virtual GP service unlimited access 24/7

If you want to join us and create moments that matter, we'd love to hear from you.