Customer Service Team Leader

Customer Service Team Leader

Location: Barnwood, Gloucester, UK

Hours: 40 hours per week, Monday to Friday (onsite)

Salary: £32,907

Lead the Customer Service Advisor team to handle all incoming customer enquiries, ensuring every customer receives the best service and Pooky’s standards and brand are maintained.

• Assist the Head of Customer Service with overseeing the department, including ensuring SLA’s are being reached and processes are being followed correctly.
• Assist with any escalations that have been passed over by customer service representatives.
• Deal with any customer interactions through our omnichannel platform, Gorgias, delivering excellent customer service.
• Deal with any customers in our Gloucestershire showroom, delivering excellent customer service.
• Liaise with other departments within the company to help resolve customer enquiries.
• Lead the Customer Service team to deliver the correct processes expediently.

• Dedication to delivering excellent customer experience.
• Excellent communication both verbally and written.
• Ability to listen actively.
• Ability to demonstrate empathy and warmth in omni channel responses.
• Ability to manage difficult conversations and/or communications.
• Problem solving approach.

• Experience with CRM and ERP systems
• Minimum 5 years customer service/retail experience
• Experience of supervising teams