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Customer Service Team Leader

Westray Recruitment Group
Job LocationGateshead
EducationNot Mentioned
Salary£12.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary , full-time

Job Description

WHAT IS IN IT FOR YOU

  • An hourly rate of £12 per hour based on £25k (40 hours per week)
  • The opportunity to join a fantastic business with a great name in their market
  • A chance to join a very welcoming and supportive team
THE BUSINESSA rare opportunity has risen for an enthusiastic and driven Customer Service Team Leader to join a growing e-commerce retailer, established in 1966 with a store front in the centre of Newcastle and having pioneered one of the biggest brands in outdoor clothingthis is a truly a fantastic opportunity to be part of a leading Retail business. Our client centralised distribution and customer services to their site in Gateshead a little over a year ago, with plans for expansion and a busy winter period ahead this isan exciting time to join their business to head up the customer service department.THE ROLEThe primary role of a customer service team leader is to provide excellent customer service, team guidance, support, and supervision to a team of customer service representatives.Your day to day duties will include:
  • Overseeing and carrying out customer service on all platforms/lines
  • Supervision of daily staff and organisation of breaks.
  • Filling in the rota for the customer service, dispatch, and returns team.
  • Organising staff holiday or sick cover.
  • Dealing with Not Gots/purchase errors.
  • Liaising with couriers regarding parcel investigations.
  • Acting as the main contact for any escalated complaints.
  • Responding to reviews, particularly negative feedback, to resolve issues for customers.
  • Publishing online product reviews.
  • Resolving Accounts department queries regarding orders/payments.
  • Reporting errors with the website to the relevant staff (product image or description correction, etc.).
  • Communicating with VS support regarding technical difficulties in relation to orders/customer payments.
  • Ensuring any brand restrictions are held in place regarding the shipment of products.
  • Resolving PayPal claims, chargebacks and A-Z claims in Amazon
  • Processing returns and warranty claims.
  • Possible processing of orders for all couriers (DPD, UPS, and Royal Mail).
  • Including cc the MD into email relevant correspondence.
  • Reporting staffing requirements to the MD, training of new members of staff
YOUR EXPERIENCE The right candidate will have the ability to lead a team and communicate clearly to colleagues/customers whether by email, verbal, phone or any of the channels employed.The successful applicant might have previous sales order processing or customer service experience. We are looking for someone who has a good eye for detail and accuracy, possesses excellent organisational, literacy and numeracy skills, really cares aboutcustomer service, can use their initiative and enthusiasm/a "can do attitude".In addition, an interest in outdoor activities and a familiarity with outdoor equipment and adventure lifestyle garments and accessories would be an advantage.TO APPLYPlease submit your CV to Laura Henderson who is leading the search for this role. She can be contacted directly on or emailed at

Keyskills :
'customer service' 'team leading' 'customer care' 'admin' 'sales' 'orders' 'calls' 'emails' 'team managing'

APPLY NOW

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