Note: The job is a remote job and is open to candidates in USA. Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products. They are seeking a Customer Service Team Leader to guide and support their diverse team, focusing on problem-solving and empowering team members to excel.
Responsibilities
- Drive and oversee a diverse team encompassing sales, customer service, and digital staff, fostering teamwork and alignment with company goals, including increasing revenue
- Boost team performance through effective management and motivational leadership, ensuring high levels of productivity and accountability via performance monitoring of individuals and the wider team
- Collaborate with team members across the whole department to ensure seamless operations and effective resource distribution
- Identify opportunities for process improvements to enhance service and operational efficiency
- Actively contribute to maintaining a strong reputation on social media and review sites
- Use benchmark tools, data metrics, and one-on-one sessions to ensure quality standards are met
- Monitor team performance and report on key metrics to ensure SLAs are achieved
- Providing cover when required, this may include duties such as Live Chat, Phone Lines and any other tasks carried out by team members
Skills
- Hands-on problem-solving support and valuable advice to team members
- Competent people management skills
- Ability to drive and oversee a diverse team encompassing sales, customer service, and digital staff
- Experience in boosting team performance through effective management and motivational leadership
- Ability to ensure high levels of productivity and accountability via performance monitoring
- Collaboration with team members across the whole department
- Identifying opportunities for process improvements to enhance service and operational efficiency
- Actively contributing to maintaining a strong reputation on social media and review sites
- Using benchmark tools, data metrics, and one-on-one sessions to ensure quality standards are met
- Monitoring team performance and reporting on key metrics to ensure SLAs are achieved
- Providing cover when required, including duties such as Live Chat, Phone Lines, and any other tasks carried out by team members
Benefits
- Flexible working hours — we work 40 hours per week, typically starting and finishing between 8 am and 6:30 pm Monday to Friday
- 25 days annual leave, plus buy or sell up to 5 days
- Enhanced maternity and paternity leave
- All the tech you need + £500 remote working budget for setting up your home office
- A fantastic office, or the flexibility to work at home (office attendance for team days, ad hoc meetings and socials will be required)
- Free on-site gym at HQ
- Dog-friendly office
- Staff discount
- A company-wide commitment to learning and development
- A friendly, customer-focused environment built on teamwork, collaboration, ownership, and transparency
- Team and company-wide social events
- No corporate dress code
Company Overview