[Remote] Customer Service Team Leader

Note: The job is a remote job and is open to candidates in USA. Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products. They are seeking a Customer Service Team Leader to guide and support their diverse team, focusing on problem-solving and empowering team members to excel.

Responsibilities

• Drive and oversee a diverse team encompassing sales, customer service, and digital staff, fostering teamwork and alignment with company goals, including increasing revenue
• Boost team performance through effective management and motivational leadership, ensuring high levels of productivity and accountability via performance monitoring of individuals and the wider team
• Collaborate with team members across the whole department to ensure seamless operations and effective resource distribution
• Identify opportunities for process improvements to enhance service and operational efficiency
• Actively contribute to maintaining a strong reputation on social media and review sites
• Use benchmark tools, data metrics, and one-on-one sessions to ensure quality standards are met
• Monitor team performance and report on key metrics to ensure SLAs are achieved
• Providing cover when required, this may include duties such as Live Chat, Phone Lines and any other tasks carried out by team members

Skills

• Hands-on problem-solving support and valuable advice to team members
• Competent people management skills
• Ability to drive and oversee a diverse team encompassing sales, customer service, and digital staff
• Experience in boosting team performance through effective management and motivational leadership
• Ability to ensure high levels of productivity and accountability via performance monitoring
• Collaboration with team members across the whole department
• Identifying opportunities for process improvements to enhance service and operational efficiency
• Actively contributing to maintaining a strong reputation on social media and review sites
• Using benchmark tools, data metrics, and one-on-one sessions to ensure quality standards are met
• Monitoring team performance and reporting on key metrics to ensure SLAs are achieved
• Providing cover when required, including duties such as Live Chat, Phone Lines, and any other tasks carried out by team members

Benefits

• Flexible working hours — we work 40 hours per week, typically starting and finishing between 8 am and 6:30 pm Monday to Friday
• 25 days annual leave, plus buy or sell up to 5 days
• Enhanced maternity and paternity leave
• All the tech you need + £500 remote working budget for setting up your home office
• A fantastic office, or the flexibility to work at home (office attendance for team days, ad hoc meetings and socials will be required)
• Free on-site gym at HQ
• Dog-friendly office
• Staff discount
• A company-wide commitment to learning and development
• A friendly, customer-focused environment built on teamwork, collaboration, ownership, and transparency
• Team and company-wide social events
• No corporate dress code

Company Overview