Customer Service Team Leader

Dreams Ltd; High Wycombe; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a passionate Team Leader to join their Customer Service Team. In this role, you will inspire and coach a dedicated team to deliver exceptional customer experiences. With a focus on performance management and continuous improvement, you'll ensure high service standards and contribute to overall customer satisfaction. This is a fantastic opportunity to make a significant impact in a people-first culture that values collaboration and success. If you're ready to lead with enthusiasm and drive, this could be the perfect fit for you.

Benefits

Employee discounts

Team-building events

Flexible working hours

Health and wellness programs

Qualifications

• Experience in leading and coaching customer service teams.
• Strong analytical skills to monitor team performance.

Responsibilities

• Lead and inspire a team of customer service advisors.
• Monitor team performance metrics and drive improvements.
• Address customer issues and escalations promptly.

Skills

Team Leadership

Customer Service

Performance Management

Data Analysis

Conflict Resolution

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference.

We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together.

And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join and that`s part of our mission to get you fully bed-ucated during your induction.

With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.

So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.

Dreams. Love your job.

We`re looking for a new Team Leader to join our Customer Service Team based in Loudwater, Buckinghamshire. In this role, you will have the opportunity to lead, inspire and coach a team of customer service advisors to deliver exceptional experiences, resolve challenges efficiently, drive success and nurture potential within your team and maintain high service standards, ultimately contributing to overall customer satisfaction and the success of the brand.

Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day

- Lead and set a clear direction with your team by articulating a vision that inspires your team to do well and aligns with overall departmental objectives.
- Lead and support the department in the daily operation of the Customer Service function.
- Monitor and analyse team performance metrics to identify areas for improvement. In line with departmental objectives.
- Drive performance management by carrying out bimonthly one to ones with your team, documenting both successes and areas for improvement that align with departmental objectives
- Ensure each team member has a SMART objective to work towards and celebrate success once achieved.
- Implement strategies to enhance customer satisfaction and achieve service goals
- Be responsible for on the day operational performance (on a rota basis) and work with peers to ensure optimum operational performance.
- Foster a culture of continuous learning and development within the team.
- Address customer issues and escalations promptly, ensuring effective resolution.
- Tackle escalated calls in real time to quickly resolve the customer query, but also to provide learning for the advisor on what they might do differently next time.
- Handle internal conflicts within the team with a focus on fostering a positive and collaborative working environment.
- Identify process bottlenecks and identify areas for improvement to create a smoother customer experience.
- Assist with departmental recruitment activity.
- Assist with any administrative duties as required.
- Proactively address operational and performance issues, driving continuous improvement
- Collaborate with other departments to ensure that the customer is at the centre of every decision
- Present regular updates to the management team on achievements and challenges.
- Be a positive role model for your team, leading with a collaborative, can do attitude.
- Provide consistent coaching on interactions (calls, SMS, emails, live chat) undertaken by your team and work in conjunction with the quality advisor to provide a coherent analysis of overall departmental quality by contact channel.
- Leverage data to inform operational decision making, enhance team performance and improve the customer experience.
- Conduct interaction quality monitoring to ensure process adherence and customer retention and satisfaction.