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Customer Service Team Leader

Customer Service
Salary Details:
Highly Competitive Salary plus Quarterly 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 78 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
Due to our continued success and our rapid expansion plans in 2019, we are looking for a Customer Service Team Leader to complement our department.

The Customer Service Team Leader role, will be responsible for managing and leading a team of Customer Service Advisors, ensuing they deliver excellent Customer care whilst achieving both personal and department targets.

As we pride ourselves on delivering world class customer care, our Advisors have targets to achieve to qualify for their quarterly bonus incentive.

Experience of managing a high performing Team in a contact centre environment would be beneficial. You need to ensure you have a passion for Customer care whilst always applying a continuous improvement mindset.

We don't sell anything from our contact centre, so all targets are based purely on our Customer experience.

Main Responsibilities:
  • To handle internal and external customer queries/ escalations through various channels of communication
  • To lead a team of advisors to deliver exceptional service standards and agreed SLA’s
  • Ensure you uphold an exceptional level of customer service and lead by example
  • Motivate your team to achieve the weekly targets and organise team events
  • Provide all Wren customers with an exceptional customer service experience and build relationships
  • Offer problem solving solutions and follow up with customers/departments with a ‘can do attitude’
  • Ensure your team adheres to all Wren’s policies/ procedures and DPA legislation
  • Call monitoring to improve quality, minimise errors and track advisor’s performance
  • Recording statistics and performance levels of the team, preparing management reports as and when requested
  • Actively manage department issues or concerns such as attendance levels, low morale, systems glitches, improvements etc
  • Carry out each employee’s performance review, setting objectives and recommending training development
  • Review and Improve any processes that resulted in a poor customer experience, creating a continuous improvement mindset
  • Develop and create engaging recruitment events, continuously looking for people opportunities
What Wren Offer:
  • A highly competitive basic salary plus a quarterly bonus incentive
  • Free on-site Gym for all employees to use
  • Free on-site parking
  • Smart Casual dress code as well as dress down Fridays - every Friday
  • A relaxed working environment with many fun event days throughout the year
  • Fantastic opportunities for career progression!
About You
What we want from You:
  • GCSE level C or above in English and Maths
  • Strong communication skills - both written and verbal
  • Good IT skills
  • Customer Service experience
  • Good People Management skills including; team building, motivation, interviewing, etc.
  • Ability to work independently and within a team environment