Customer Service Team Leader

Location:Greater Manchester
Job Type:Full Time

Contract Type: Permanent

Working Hours: 40 per week

Salary: Basic of £25,000 + Benefits

A bit about Sofology…

We think choosing a new role and choosing a new sofa have a lot in common. Your old one feels comfy, you're used to it, and you know exactly where you fit. But a new job - or a new sofa - holds so much potential. Pick the right one and you'll never look back. You want to feel comfortable, but with enough going on to keep you right on the edge of your seat. Our team is always growing, and we're constantly shuffling up on the sofa to make room for the newest member of the Sofology family.

Founded over 30 years ago, we're true sofa specialists. So much more than just a piece of furniture, we know that a sofa is the one thing that truly turns our customer's houses into homes.

Overall purpose of the job:

Reporting to the Customer Service Team Managers you will take ownership of the day to day team leadership of the Customer Service teams, safeguarding the business brand and reputation. You will support and advise your teams to deliver an exceptional customer experience, maintain high levels of customer service and evolve the customer journey. You will deliver effective leadership and motivation, whilst managing daily KPI's, call performance and customer support.

Duties and Responsibilities

Support the team managers and to perform management duties when the team manager is absent or out of office.
To manage the financial control and reduce the cost of failure in line with the team objectives.
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
Assists team managers with hiring and new team member training.
Assist teams with questions, support, quality and compliance throughout the shifts.
Communicates deadlines and goals to team members.
Conducts team meetings to update members on best practices and continuing expectations.
To share reports about team performance, team-related objectives, and deadlines.
Plus more...