Customer Service Team Leader Customer Services Oliver Bonas Chessington Competitive salary plus[...]

Oliver Bonas Limited; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Join a vibrant company as a Customer Service Team Leader at Oliver Bonas, where you'll support daily operations and enhance team performance. This full-time role emphasizes leadership, customer journey improvement, and a positive working environment. With a commitment to equity, diversity, and inclusion, Oliver Bonas invites candidates to bring innovative solutions and a proactive approach to customer service.

Benefits

Generous employee discount up to 50% off all OB products

Flexible holiday - 30 days, increasing to 35 days

Annual discretionary profit related bonus scheme

Free access to onsite gym

Cycle to work scheme

Qualifications

• Previous Senior Customer Service experience and people/team supervising.
• Excellent written English and communication skills.
• Ability to identify problems and trends.

Responsibilities

• Support day-to-day operations and guidance of the customer service department.
• Lead and motivate the customer service team independently.
• Manage and analyze customer service systems to ensure effectiveness.

Skills

Problem-solving

Communication

Team management

Organizational skills

Job description

We are looking for a Customer Service Team Leader to join Team OB in our Support Office on a 10 month fixed term contract. This is a full time role working Tuesday – Saturday.

As a Customer Service Team Leader at OB you will support the Managers with the day-to-day guidance and operations of the department.

You will be a key part in helping the team to achieve performance targets and provide our customers with a seamless customer journey and experience. Working collaboratively with other Team Leaders, Senior Advisors and the management team to help distribute workloads within department, you will assist with the development of the team and it’s structure, helping to identify areas of improvement.

As a Team Leader you will provide an excellent customer service example within the team, working to deadlines and targets as well as offering support, training and coaching. You will help to create an environment where the team can take proactive ownership of their customer service tasks, feel empowered to question working practises, and provide solutions in order to give the best customer service experience

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.

A bit about us …

At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.

Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do.

Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.

More about the role …

An OB Customer Service Team Leader will:

• Provide structure for the day with ticket management- streamlining customer contacts and identifying urgent messages, trends and issues.
• Check in with the daily team rota and provide flexible solutions where need be and re-allocate tasks to ensure customer needs are met.
• Work with the Senior Advisors to support the team throughout the day to ensure customers are responded to, quickly and effectively.
• Support the management team with customer and business escalations.
• Analyse and take an interest in all CS systems to make sure they are running effectively on a daily basis.
• Lead by example and help to motivate the team.
• Be confident to lead and support the CS Team independently when need be.
• Point of escalation for customer complaints.
• During peak and busy periods work to support the team by assisting with the daily workload of emails and phone calls, responding to our customers with OB’s high standards.
• Be flexible within the Customer Services team working within a shift pattern that may include overtime, weekend and evening work.
• With support of the CS Managers, run the quality control programme for our team of advisors, analysing their performance and providing regular feedback.
• Assist the CS Managers with one to ones, performance reviews and appraisals.
• Build strong working relationships with all teams across the business to ensure that we have the right contacts in place to help improve systems and processes.
• Support and lead training of all new Customer Service Advisors and provide ongoing coaching and after care.
• Be part of planning and strategy meetings for relevant CS projects and peak reviews.
• Work closely with the CS Managers to ensure department KPIs are met and exceeded.
• Keep up to date with all Customer Service, delivery, fulfilment and data processes.
• Highlight any new trends within the retail environment and help to push the boundaries within our business.
• Assist with sending regular system and customer trend reports to the business.
• Use existing reports to identify areas of improvement for escalation.

Bonas Benefits:

• Generous employee discount up to 50% off all OB products
• Free access to our 24 hour employee assistance programme with Care First – offering financial, emotional and vocational support
• Flexible holiday – 30 days (including bank holidays) – increasing to 35 days with length of service
• Annual discretionary profit related bonus scheme
• Free membership for our Westfield Health Cash Plan or Private Medical
• Auto-enrolment into our pension plan
• Free access to our onsite gym
• Cycle to work scheme
• Refer a Friend incentive
• Quarterly free lunch
• Enhanced maternity, paternity, adoption and shared parental leave
• Equity, Diversity and Inclusivity Voice network and EDI team
• Mental Health First Aider support
• Education and support throughout Looop eLearning platform

What we look for:

• Ability and confidence to identify problems and trends and take own initiative to provide and implement solutions with guidance.
• A quick thinker with a positive, flexible approach and a can do attitude.
• Methodical worker with an organised and structured approach to work.
• Excellent written English and communication skills
• Great people skills with the ability to manage, train and mentor others to ensure they have the knowledge and skills to perform effectively.
• Computer literate with confidence and an interest to learn and explore systems.
• A passion for OB as a brand and for leading Customer Service.
• Ability to prioritise, juggle and deliver to tight deadlines, whilst maintaining attention to detail.
• Previous Senior Customer Service experience and people/team supervising.
• Knowledge of or an interest in Consumer Rights.
• An independent worker with an excellent work ethic.

Equity, Diversity & Inclusion at OB

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity