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Customer Service Team Leader

Job details
Posting date: 28 January 2025
Salary: £28,000 per year
Additional salary information: Exceeds National Minimum Wage
Hours: Full time
Closing date: 26 February 2025
Location: Chessington, KT9 1TQ
Company: Oliver Bonas
Job type: Permanent
Job reference: 3CRIlD5yVg1mvQTm7ZtvjT

Summary

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


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.


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
  • Free access to our onsite gym
  • 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.


Proud member of the Disability Confident employer scheme

Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.