Customer Service Team Lead London, England
Job description
We are a family-run business producing jewellery for over 40 years with an extensive company portfolio, our specialty being wedding and engagement rings. We have built a reputation for reliability, craftsmanship, and innovation of which we are proud and continuously strive to be the leaders in innovation and design.
We are seeking a highly organised and motivated individual to join our team as a Customer Service Team Leader. In this role, you will be responsible for leading and supporting our Customer Service Representatives in delivering exceptional service to our valued customers. The ideal candidate will have excellent leadership skills, industry experience, and a passion for delivering outstanding customer experiences.
Responsibilities:
- Supervise and lead a team of Customer Service Representatives, providing guidance, support, and training as needed.
- Efficiently manage customer enquiries and complaints, via email and telephone, ensuring prompt and accurate responses.
- Generate quotations based on customer requests, ensuring accuracy and adherence to pricing guidelines.
- Oversee the end-to-end order processing cycle, from order receipt to delivery, ensuring timely and accurate fulfilment.
- Provide administrative support to Sales Managers, assisting with tasks such as reporting, data analysis, and customer follow-ups.
- Coordinate with various departments, such as Product, Workshop and Dispatch, to obtain necessary information.
- Foster a positive team environment, promoting a "can-do" attitude, teamwork, and continuous improvement.
Requirements:
- Proficiency in Microsoft Office suite (Word, Excel, Outlook, PowerPoint) for data management and reporting purposes.
- Exceptional attention to detail, ensuring accuracy in order processing, documentation, and customer communication.
- Strong customer service skills, with the ability to handle customer inquiries and complaints in a professional and empathetic manner, displaying excellent verbal and written communication skills, with the ability to communicate effectively with customers.
- Excellent leadership abilities, with the capacity to inspire and motivate a team to achieve high performance.
- Ability to work under pressure and meet tight deadlines, prioritising tasks effectively to ensure efficient workflow.
- Organisational skills and a proactive mindset, with a focus on delivering a true-to-brand experience for our customers.
- Previous industry experience in customer service, preferably in a similar role, is highly desired.
This is an office-based role and you must be able to commute daily to E8. Our office hours are 8 am - 5 pm.
We offer a competitive compensation and provide opportunities for professional growth and development.
Job Type: Full-time
Salary: £37,000.00-£45,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London, E8 2DG: reliably commute or plan to relocate before starting work (required)
Experience:
- Jewellery: 5 years (preferred)
- Customer Service Management: 5 years (preferred)
Work Location: In person
Reference ID: AlliedCST
