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Customer Service Team Leader

Manchester Permanent £27,300 - £29,700 per year View Job Description
We are currently looking for an experienced team leader to lead & manage a vibrant customer service department for a large reputable e-commerce retailer who specialise in the cosmetics industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
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  • Hybrid working with flexible working patterns, Central Manchester
  • In house benefits with personal purchase discounts

About Our Client

Our client is a leading online retailer specialising in premium cosmetics supplying directly to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the beauty industry by blending high-quality offerings with an exceptional online shopping experience.

Job Description

Key responsibilities will consist of:

  • Leading and motivating a team to achieve sales targets and deliver excellent customer service.
  • Handling customer complaints, queries, and feedback in a professional manner.
  • Usage of dialer systems handling customer matters.
  • Processing order queries & complaints.
  • Implementing strategic change & overseeing CRM project updates.
  • Providing necessary feedback to product placement & marketing teams in house.
  • Implementing operational policies and procedures to drive productivity.
  • Handle escalated customer queries and complaints, ensuring quick and effective resolution.
  • Shadowing & supporting learning & developing colleagues.
  • Implement strategies to optimise support workflows and improve customer satisfaction metrics.
  • Collaborate with internal teams to address product or order-related issues and enhance the overall customer journey.
  • Track and analyse customer service KPIs to drive process improvements and meet operational goals.
  • Stay informed about industry trends and customer expectations to continuously refine support strategies.
  • Coordinating with other departments to ensure smooth operations.
  • Assisting in the recruitment and selection of new team members.
  • Reporting of CSR scores.

The Successful Applicant

A successful applicant should have:

  • Prior experience in leadership/mentorship role preferably within the retail, cosmetic, beauty, fashion or e-commerce industry.
  • Management experience of handling escalations & disciplinary matters.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills with the ability to handle customer complaints effectively.
  • The ability to work well under pressure and make decisions quickly.
  • A strong understanding of sales principles and customer service practices.

What's on Offer

  • Basic starting salay of £29k + DOE.
  • Team performance-related bonus.
  • Pension contribution.
  • Product & in-store discounts.
  • Hybrid working with flexibility.
  • Free parking.
  • Manchester city-based central office.
  • New & recently refurbished office environment.
  • Free days out & monthly reward incentives.
  • Free gym memberships & loyalty schemes.
Contact
Callum Crawford
Quote job ref
JN-012025-6638886
Phone number
+44 151 255 3754

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Retail
Location
Manchester
Contract type
Permanent
Consultant name
Callum Crawford
Consultant phone
+44 151 255 3754
Job reference
JN-012025-6638886