The Role
We`re looking for a new Team Leader to join our Customer Service Team based in Loudwater, Buckinghamshire. In this role, you will lead, inspire and coach a team of customer service advisors to deliver exceptional experiences, resolve challenges efficiently, drive success and nurture potential within your team and maintain high service standards, ultimately contributing to overall customer satisfaction and the success of the brand.
Direct reports: 8+
Reporting to: Senior Operations Manager
Working hours: 37 hours per week over 5 days, Monday to Sunday, covering hours between 08:00 and 19:00
Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day
Direct reports: 8+
Reporting to: Senior Operations Manager
Working hours: 37 hours per week over 5 days, Monday to Sunday, covering hours between 08:00 and 19:00
Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day
- Lead and set a clear direction with your team by articulating a vision that inspires your team to do well and aligns with overall departmental objectives.
- Lead and support the department in the daily operation of the Customer Service function.
- Monitor and analyse team performance metrics to identify areas for improvement. In line with departmental objectives.
- Drive performance management by carrying out bimonthly one to ones with your team, documenting both successes and areas for improvement that align with departmental objectives
- Ensure each team member has a SMART objective to work towards and celebrate success once achieved.
- Implement strategies to enhance customer satisfaction and achieve service goals
- Be responsible for on the day operational performance (on a rota basis) and work with peers to ensure optimum operational performance.
- Foster a culture of continuous learning and development within the team.
- Address customer issues and escalations promptly, ensuring effective resolution.
- Tackle escalated calls in real time to quickly resolve the customer query, but also to provide learning for the advisor on what they might do differently next time.
- Handle internal conflicts within the team with a focus on fostering a positive and collaborative working environment.
- Identify process bottlenecks and identify areas for improvement to create a smoother customer experience.
- Assist with departmental recruitment activity.
- Assist with any administrative duties as required.
- Proactively address operational and performance issues, driving continuous improvement
- Collaborate with other departments to ensure that the customer is at the centre of every decision
- Present regular updates to the management team on achievements and challenges.
- Be a positive role model for your team, leading with a collaborative, can do attitude.
- Provide consistent coaching on interactions (calls, SMS, emails, live chat) undertaken by your team and work in conjunction with the quality advisor to provide a coherent analysis of overall departmental quality by contact channel.
- Leverage data to inform operational decision making, enhance team performance and improve the customer experience.
- Conduct interaction quality monitoring to ensure process adherence and customer retention and satisfaction.
The Person
This is the type of person we`re dreaming of:
In your dream role, you`ll also receive:
- Proven leadership skills with a strong background in escalations management and / or coaching and team development
- A strategic thinker who can see the bigger picture beyond their own team`s performance
- A proactive self-developer who is committed to continuous growth and learning
- Understands HR processes.
- Confident in performance management, but also great at team building.
- Be an excellent communicator.
- Knowledge of computer applications and other business specific software.
- You will have a natural ability to organise and prioritise your own workload and effectively manage an operational shift in the department, ensuring adherence to company KPI`s
In your dream role, you`ll also receive:
- Discretionary annual bonus
- Huge staff discount, plus savings on restaurants, holidays, and shopping
- 24-hour Retail Trust helpline and resources
- Enhanced maternity and paternity pay
- Free access to on-site gym
- Buy-in schemes for extra holiday, private healthcare, or savings and loans
- Free on-site parking
- Hybrid working with 3 days on-site per week
About Dreams
At Dreams, we know your bed is the best place in the whole world. But for the hours between sleep, we`d like to make work a special place too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well.
There`s over 270 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference. From a payday treats trolley to charity fundraisers and all-colleague lunches, we know we do it best when we do it together.
As a team, we`ve been making bedtimes better since 1987, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Somnigroup, and have our very own Bed Factory right here in the UK. Fancy a tour? That`ll be part of your induction.
With over 210 stores nationwide, 4 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.
So, if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.
Dreams. Love your job.
There`s over 270 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference. From a payday treats trolley to charity fundraisers and all-colleague lunches, we know we do it best when we do it together.
As a team, we`ve been making bedtimes better since 1987, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Somnigroup, and have our very own Bed Factory right here in the UK. Fancy a tour? That`ll be part of your induction.
With over 210 stores nationwide, 4 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.
So, if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.
Dreams. Love your job.
