• Profile

Delivery Support Team Leader

Customer Service
Salary Details:
Competitive Salary plus Bonus
About The Company
Wren Kitchens is a truly passionate, family-run business, dedicated to delivering success with our strong commitment and loyalty to customer experience. In less than ten years we have become the UK’s largest kitchen retailer. And with already 72 showrooms nationwide, we will continue major expansion in the future.

This year also saw Wren named #2 top rated workplace in the UK. In addition to this, The Telegraph recognised us as the fastest growing bricks and mortar retailer with annual sales of over £500m and the Sunday Times ranked us as the 12th largest privately owned company in the UK.
About The Role
Critical purpose of role:
  • To lead a team of Delivery Support Advisors to deliver the expected service standards and agreed SLA’s
  • Ensure an exceptional level of customer service and satisfaction are maintained at all times
  • Ensure cabinet count target is met weekly
Main responsibilities:
  • Motivate your team to achieve weekly targets
  • To handle internal and external customer queries/ escalations through various channels of communication
  • Provide all Wren customers with an exceptional customer service experience
  • Ensure your team adheres to all Wren’s policies, procedures and DPA legislation
  • Carry out call & email monitoring to improve quality and performance and hold feedback meetings
  • Grade bonuses and set new objectives
  • Record statistics and performance levels of the team, prepare management reports as and when requested
  • Carry out performance reviews, adhoc employee meetings and bonus objective meetings
  • Highlight any department issues/ improvements to management
  • Work with showroom management to build good relationships between showrooms and advisors
About You
Desired Skills & Knowledge:
  • Target driven
  • Positive attitude
  • Exceptional customer service skills
  • Strong communication skills - both written and verbal
  • Strong attention to detail
  • Excellent IT skills
  • Highly organised
  • Flexible
  • Excellent time keeping