Customer Service Team Leader

Customer Service Team Leader

Location: Barnwood, Gloucester, UK

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

Salary: £32,907

Main Purpos

eLead 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

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Main Responsibiliti

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

y.
Ski

• lls Dedication to delivering excellent customer experien
• ce.
  
  Excellent communication both verbally and writt
• en.
  
  Ability to listen active
• ly.
  
  Ability to demonstrate empathy and warmth in omni channel respons
• es.
  
  Ability to manage difficult conversations and/or communicatio
• ns.
  
  Problem solving approa

ch.
Qualifications & Experi

• ence Experience with CRM and ERP sys
• tems Minimum 5 years customer service/retail experi
• ence Experience of supervising t