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Founded by British makeup artist, Charlotte Tilbury MBE, in 2013, Charlotte Tilbury Beauty revolutionised the face of the global beauty industry by de-coding makeup application for every person, at any age, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty, continues to break records across countries, channels, and categories.

The Role:

We currently have an opportunity within the customer service department for a Team Lead position. The Team Leader will organize the team’s daily operations, oversee customer service workload and lead by example through demonstrating Charlotte Tilbury values.

Responsibility:

• Oversees the organisation of the team’s daily workload and re-allocating workload based on business needs and Service Level Agreements
• Monitors email, live chat, WhatsApp and social flows consistently throughout the duration of the day
• Ensures all operational activities such as order processing, customer returns and backorders are managed and completed daily.
• Sets daily goals and motivates team to achieve these goals. Re-aligns goals during several check-ins throughout the day to track advisor performance
• Foster a result driven environment leveraging agent strengths & using gamification techniques, to meet & exceed department targets
• Challenge ways of working to improve overall CSAT scores/Trust Pilot scores, one touch responses and reduce response times, queue times and resolution times across all channels
• Responsible for overseeing the scheduling of the teams shift rotation, assigned tasks and coverage for peak season and holidays
• Maintains a high level of service awareness by acting as a point of contact for advisors. Assists with system-related queries and provides guidance on ticket/live chat/WhatsApp and social handling
• Encourages the team to take ownership of tickets and resolve customer inquiries at first contact
• Ensures advisors accurately categorize all tickets in contact management system for business reporting – potentially delete as this falls under scorecard quality?
• Conducts monthly 1-2-1s and provides real-time and constructive feedback to ensure their continued development
• Monitor and evaluate agent quality of tickets, chats and social cases to ensure agents are meeting pre-defined quality criteria. Ensuring coaching and training is provided as a result of any gaps in knowledge
• Organising and holding quality calibration session to align with all members of management.
• Determine areas of improvement to overall customer experience, providing regular updates of issues through agent and customer feedback
• Displays a customer centric approach at all times whether interacting with the customer directly or assisting the team with customer enquiries
• Acts as a confident third point of escalation for customer complaints
• Leads by example in all areas including customer contacts, behaviours, workload and product knowledge of beauty is a nice to have
• Acknowledges and addresses staff issues such as lateness or absence.
• Supports UK Manager with retention and succession of advisors by assisting with new hire onboarding and identifying training needs of the entire team. Creates, updates and maintains onboarding, training and reference documents for the team
• Flags any unusual incident or recurrent issue that would have a negative impact to the customer experience to internal departments or external business partners such as the distribution centers and payment providers. Follows up on existing issues consistently until resolution is reached
• Participates and communicates effectively during advisor weekly catch ups and weekly team and interdepartmental meetings
• Communicates all outstanding issues to UK Manager in a timely manner for support in expediting a solution
• Collaboration skills required. A strong communicator when presenting to other stakeholders in the business; particularly reactive to any trends/issues.
• Attending weekly meetings and feeding back to the department.
• Directly leading and managing senior agents, working together to achieve a highly performing team
• Monitors productivity ensuring the team are consistently hitting KPI targets
• Confident with difficult conversations/performance reviews, working individually with team members to coach and encourage consistency and a higher level of performance.
• Supports with first stage interviewing, supporting the UK manager to identify strong candidates
• Highly adaptable, resilient and reactive to a fast paced environment

Requirements

• Sincere, patient, resilient, adaptable and extremely positive attitude
• A data-driven, detail-oriented problem solver
• Must have strong computer literacy and passionate about systems
• Excellent people skills backed up with excellent verbal and written skills
• Must have experience giving developmental feedback and is comfortable with 1 on 1 coaching
• Passionate about service, acts as customer advocate and makes decisions based on the customer experience
• Previous experience within a digital e-Commerce business is strongly preferred
• Previous beauty industry experience and knowledge of our product offering is a plus
• Previous experience of leading a team of 10+ agents

Benefits

• Generous staff discount
• Generous product gifting
• 25 days holiday plus bank holidays
• Hybrid and flexible working
• Dog friendly office on Monday and Fridays.
• Access to Tilbury Treats - discounts on everything from gym memberships to cinema tickets.
• Other fabulous benefits such as life assurance, birthdays off work and pension contribution.

At Charlotte Tilbury, our mission is to empower everybody in the world to be the most beautiful version of themselves. We support this by encouraging and hiring people with diverse backgrounds, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

WE WOULD LOVE TO WELCOME YOU TO OUR DREAM TEAM…APPLY TODAY!