• Profile

Delivery Support Team Leader

Customer Service
Salary Details:
£25,644 OTE
About The Company
Wren Kitchens is the UK's number 1kitchen retailer! Wren is a privately-owned, family-run business whichis passionate about kitchens and delivering a world-class customerexperience.  In the financial year of 2019 we recorded revenue of £700m.

We’re proud to say that we manufacture all our kitchens out of three,state-of-the-art factories, here in the UK. Wren is famous for havingthe biggest range of kitchens. We provide tailored kitchens at DIYprices. And with the largest range of colours and styles, Wren providethe creative freedom to inspire customers and build their dreamkitchens.
In 2020 Wren was proudly named #1top-rated retail workplace in the UK. In addition to this, The Telegraphrecognised us as the fastest-growing bricks and mortar retailer and theSunday Times ranked us as the 12th largest, privately owned company inthe 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 GDPR 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
  • Be a direct support for seniors in the team
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