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Customer Service Team Leader

Please Note: The application deadline for this job has now passed.

Job Introduction

Welcome to Card Factory - and your opportunity to be part of our exciting future. As the country’s largest, independent gift and greetings card retailer with over 1000 stores, Card Factory is really thriving. As well as being a progressive, exciting and friendly company, we reward our people’s commitment and determination.

 

Working with the multi-channel customer services manager to create and implement a new customer service model for Card Factory online. The individual will manage and motivate a customer orientated team and service improvement program to deliver exceptional customer service.

Role Responsibility

  • Manage the Accuracy and Development of the team;
  • Ensure all service SLA’s are delivered in line with company policies;
  • Able to provide clarity on the teams working day;
  • Delivery of customer expectations making a recommendation to improve service;
  • Define, communicate and implement team strategy;
  • Ability to manage team expectation;
  • Build strong relationships across retail, commercial, online and operations teams;
  • Hands-on approach to ensure daily tasks are shared;
  • Keep the customer at the heart of what you do;
  • Take ownership and responsibility for delivering objectives;
  • Take ownership of the Service Improvement initiatives;
  • Deliver update from key stakeholders;
  • Generate Daily/Weekly/Monthly Reports;
  • Ensure all tasks are completed.

The Ideal Candidate

  • Customer Services/Contact Centre experience;
  • Understanding of multi-channel propositions (click & collect, shipping);
  • Strong process and technology/channel knowledge (live chat, social);
  • Lead a team;
  • Customer focused;
  • Problem solver;
  • Diligent, resilient;
  • Confident, strong relationship manager;
  • Hands on team player;
  • Strong leadership skills.

 

About the Company

In return we offer a wide range of benefits to support your physical, mental and financial wellbeing.

  • 33 days annual leave entitlement (inc public / bank holidays)
  • Save as you Earn scheme
  • 15% Staff Discount
  • Discounted Gym Memberships
  • O2 open mobile contracts
  • Salary Finance
  • Pension 
  • Discounted Car Leasing
  • Employee Care
  • Flex My Day
  • Card Factory Foundation
  • MyCardFactory App: discounts at leading retailers

 

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

For any questions email: vacancies@cardfactory.co.uk (we do not accept CVs/Applications via email) 

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies please.

Sportswift Ltd T/A cardfactory

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