As a CX Team Manager, you'll take ownership of leading a dedicated team of CX Assistants, ensuring they receive the training, support, and coaching they need to excel. Reporting directly to the Call Centre Manager, you'll assist with key tasks, while championing the voice of the customer. You'll be responsible for addressing customer concerns, resolving queries, complaints, and escalations with the utmost professionalism and to a high standard.
The Job:
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Undertake compulsory training and refreshers as required
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Work with fellow Loafers and other teams around Loaf as one team - brings a positive energy to work
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Line management, training and development for your team
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Offer day to day guidance, coaching and support to the team including holding 1:1s
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Responsible for the overall wellbeing of your team
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Help with recruitment and onboarding for new starters
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Monthly payroll submission
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Working across telephone, email and livechat
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Support agents with sales queries, orders and order amendments
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Full knowledge of our systems and processes including delivery failures, returns, exchanges and repairs
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Own and manage escalations including taking over difficult calls
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Track and follow up escalations in progress
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Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience
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Managing TrustPilot responses
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Manage the day to day planning of CX, i.e. headcount, breaks, task allocation
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Keeping track of SLAs and reporting to the Call Centre Manager
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Carry out floor walks throughout the day to offer support and advice to agents
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Monitor and collate information on common trends, e.g. product quality issues, and raise these with the Call Centre Manager
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Check hourly stats and offer individual coaching and support
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Monitor the wallboard and be proactive to ensure all agents are working efficiently
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Quality monitoring
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Monitor volumes and take action where necessary
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Work with your team to ensure all customer queries are resolved within SLA
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Understand and comply with GDPR requirements
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Ensure daily interaction and quality targets are met within your team
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Work proactively to deliver customer satisfaction scores (CSAT) to targets.
What we're looking for:
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Previous experience at management / team leader level within customer service, ideally within a retail call centre environment (experience of working within a premium brand would be amazing!) - somewhere where you've been used to dealing with customer queries
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First-class communication and listening skills and the ability to adapt to individual customers and ultimately win them over. There's no script here!
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The ability to work independently and show initiative
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Excellent attention to detail
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Resilience
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A patient and calm approach with the ability to de-escalate complaints
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Target-driven with the ability to multitask
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A problem solver, able to read and understand a situation quickly in order to pick up escalations
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Previous experience of coaching behaviours
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Proven people management skills with the ability to manage different personalities
And what about you? You'll need to be warm, friendly, curious, and able to provide the knowledgeable, professional experience we offer all of our lovely Loaf customers.
What we offer:
Benefits include:
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25 days holiday, increasing by 1 day for every year of service up to a maximum of 28, plus 8 days for bank holidays / in lieu of bank holidays
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Staff and friends and family discount
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Healthcare Cash Plan
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EAP Programme
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Other discounts for shopping
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Cycle to Work Scheme
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Half a day for Christmas shopping
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Death in service - 4 times annual salary
What is it like working at Loaf?
At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.
We'd love you to join us on our journey.
Please note that due to a high number of applications we are currently receiving we are unfortunately not able to provide individual feedback to every candidate at this stage of the process. If your application is successful, one of our Loafers will reach out to you to organise a face to face interview in Nuneaton in the first instance.