Customer Services Team Manager

Stylish, grounded, uplifting – these values live through everything we do hout the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.

Our Team Managers support the senior management in driving business performance. You’ll be involved in the day to day running of the customer services team, inspiring & motivating our front line team in providing exceptional experiences to our customers

You will bring the experience and knowledge in understanding how to drive performance through people, and passionate about enhancing quality service and driving efficiency through continuous improvement.

Location/ hours: 37.5 hours a week. Based at our Leicester office, 4 days a week with 1 day working from home. Flexible between 9am and 7pm Monday to Friday and weekends on a rotational basis.

• Use performance data to identify areas for improvement, diagnose root causes of under-performance & customer impacting, and identify actions to improve customer experience and KPI delivery within your team.
• Drive a high-performance culture within your team and peer group, through role modelling, effective performance management & coaching.
• Ensure the team is kept up to date through regular communication. Communicating clearly and concisely, tailoring messages appropriately. Validating that messages have landed as intended.
• Work in partnership with our People Team to effectively carry out meetings in alignment with documented people processes when necessary.
• Conduct and effectively document all monthly and annual performance reviews with your team.
• Act as an escalation point for your team on customer issues with the aim to empower your team in order to resolve first time.
• Have strong organisation & time management skills, prioritising tasks and completing within agreed timelines.
• Identify key talent within your team, supporting them in their development and progression, using tools available and thinking creatively. Empower others to own their own performance to create self-managing teams.
• Recognise high performance and retaining great talent. Inspire, motivate and develop people to deliver amazing customer experiences through living our Boden values, behaviours and leadership capabilities.

• Proven track record in leadership of a customer service team. You will form an important part of the contact centre leadership team and lead and manage a team of 12-14 customer service advisors.
• Knowledge of call centre systems and technology.
• Demonstrable experience of leading high performing teams, driving sustainable performance.
• Strong coaching skills with a proven record of using these skills to deliver quantifiable performance and behavioural change within a team. This will be very much at the heart of the role.
• Experience of working under pressure in a fast‑paced environment.
• Experience of leading in a multi‑channel environment.
• Adaptable and open to change with the ability to lead and manage effectively through a period of change.
• Stakeholder management skills – someone who understands how to build effective links both internally and externally in order to deliver the very best results.
• A strong team player who understands the importance of becoming an effective member of a cohesive management team.
• An individual who is self‑aware and understands where their strengths and development areas lie and is open and willing to work on feedback in order to become a more effective leader.
• Great communication skills – ability to communicate effectively at all levels to both enthuse and motivate, but also deliver straight messages where required.
• Has high standards and works tirelessly to coach, influence and develop others to attain those high standards.

• Competitive salary & targeted annual bonus scheme.
• Generous Boden clothing allowance
• 30% discount on all current clothing ranges.
• 25 days Holiday annually, plus Bank Holidays.
• Online Portal with an array of discounts on retail & entertainment.
• Virtual GP Service for you and your household
• Free onsite parking and subsidised café.