Customer Service Team Leader (10 month fixed term contract, 30 hours per week)

Oliver Bonas; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the retail sector is seeking a Customer Service Team Leader for a 10-month fixed term contract. The role involves managing a team to deliver exceptional customer service, achieving performance targets, and collaborating with management. Ideal candidates will possess strong problem-solving skills, excellent communication, and experience in team management. Flexible working arrangements are available.

Benefits

Up to 50% employee discount

24/7 employee assistance

Flexible holiday entitlement

Discretionary profit-sharing bonus

Health Cash Plan or Private Medical

Qualifications

• Proactive problem-solver with initiative and trend analysis skills.
• Experienced in managing and mentoring teams.
• Excellent communication skills in English.

Responsibilities

• Manage daily ticketing and customer contact workflows.
• Support the team to ensure prompt customer responses.
• Lead training initiatives for new Advisors.

Skills

Problem Solving

Communication

Trend Analysis

Organizational Skills

Job description

Customer Service Team Leader (10 month fixed term contract, 30 hours per week)

Join to apply for the Customer Service Team Leader (10 month fixed term contract, 30 hours per week) role at Oliver Bonas.

We are seeking a Customer Service Team Leader to join Team OB in our Support Office on a 10-month fixed term contract. The role involves working 30 hours across 4 days, Monday to Thursday.

As a Customer Service Team Leader, you will support the Managers with daily guidance and departmental operations. You will help the team achieve performance targets and deliver a seamless customer experience. Collaborating with other Team Leaders, Senior Advisors, and management, you will assist in workload distribution and team development.

Our Support Office is located in Tolworth, near Chessington, approximately 30 minutes from London Waterloo. We offer hybrid working arrangements and are open to flexible working discussions.

Key Responsibilities

• Manage daily ticketing and customer contact workflows, identifying urgent issues and trends.
• Coordinate with the daily team rota, reassigning tasks as needed to meet customer needs.
• Support the team throughout the day to ensure prompt and effective customer responses.
• Assist with escalations related to customers and business issues.
• Monitor and optimize the performance of all CS systems daily.
• Lead and support the Customer Service team independently when necessary.
• Handle customer complaints escalation point.
• Work within a flexible shift pattern, including overtime, weekends, and evenings.
• Support quality assurance processes, performance analysis, and feedback for advisors.
• Assist with performance reviews, one-to-ones, and ongoing coaching.
• Lead training initiatives for new Advisors and ongoing team development.
• Collaborate with Managers to meet and exceed department KPIs.
• Stay updated on customer service, delivery, fulfillment, and data processes.
• Identify emerging retail trends and contribute to business innovation.
• Generate and analyze reports on customer trends and system performance to identify improvement areas.

Benefits

• Up to 50% employee discount on OB products.
• Access to 24/7 employee assistance via Care First for financial, emotional, and vocational support.
• Flexible holiday entitlement starting at 30 days, increasing with service to 35 days.
• Discretionary profit-sharing bonus scheme.
• Free Westfield Health Cash Plan or Private Medical membership.

Ideal Candidate

• Proactive problem-solver with initiative and trend analysis skills.
• Positive, adaptable, and quick thinker.
• Organized, methodical worker with excellent communication skills in English.
• Experienced in managing and mentoring teams.
• Computer literate with a keen interest in systems.
• Passionate about the OB brand and customer service leadership.
• Capable of multitasking and meeting tight deadlines with attention to detail.
• Previous senior customer service or supervisory experience.
• Knowledge or interest in Consumer Rights.
• Independent worker with a strong work ethic.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Contract
• Job Function: Customer Service
• Industry: Administrative and Support Services