Team Lead - Customer Service - London
Team Lead - Customer Service - London
The location of the role is London / remote (hybrid remote working).
The pay rate on offer is £20 per hour.
The duration of the role is 4 months.
The client is an iconic, multinational high-street retailer.
Job purpose
Onboarded ahead of the main team arriving to assist in the build out of Hampers Peak 22. Handling initial customer queries, building a pipeline and e2e testing the process and financial processes involved. Once full team is onboarded, task is to support, onboard and upskill new starters, and provide leadership by best practice, during peak sales period.
Key accountabilities of the role
- Leading a team of agents (order management team) dealing with customer orders and associated queries, ensuring a high standard of service is delivered
- Ensure order management processes are followed by the team and that orders are placed quickly and correctly within the guidelines set by the business
- Ensure good stock control processes are followed so that we have the right stock available at the right time
- Work with the accounts receivable team to ensure invoices are sent out accurately and paid in a timely manner
- Support the relationship between the sales and service team and logistics/dotcom operations teams to ensure customers receive their deliveries on time and in full
- Support the order management team in resolving any customer service challenges in a satisfying and timely manner
- Support in shaping the marketing and business development campaign critical path and manage expected demand
Key skills and experience
- Previous experience within customer service or corporate sales or similar preferred
- Experience supervising a small team preferred
- Highly proficient in Excel - excellent numeracy skills
- Very good customer service skills
- Proactive at problem solving
- Good interpersonal skills
- Excellent attention to detail
