Photobox Group is hiring a

Customer Service Team Leader

London, United Kingdom

Role - Customer Service Team Leader

Brand - Photobox Group

Location, Willen Field Road, NW10

Work with us

At Photobox group, we’re here to help turn photos - from the everyday quick snap to the precious, once-in-a-lifetime event - into the most thoughtful gifts.We need people who thrive on delivering amazing customer experiences, never standing still and constantly challenging the status quo.

We’re always looking for new and better ways to consistently deliver results and delight customers.We’re a place for self starters and free thinkers. We work nimbly and react quickly to changing circumstances. We believe in working together to solve problems, learn new things and share knowledge.

We’re at an exciting time in our evolution. We’re growing up but not growing old. We want people who can take us to the next level. People who have been there and done that, and now want to turn that experience into something different and exciting. In return we’ll invest all we can in helping you thrive in our family of brands.

Requirements

What You’ll Be Doing

People Management

  • Assist in managing, supporting and coaching Customer Service Agents to achieve personal development goals, team and department performance targets
  • Conduct monthly 121’s and document them for your team ensuring the previous months followed up on the agent’s development
  • Actively participate in bi monthly team meetings
  • Observe behaviours and skills of direct reports to ensure they are professional, confident and capable with all aspects of contacts. Supported by the CS L&D team to identify and address quickly any development needs and support their development so that agents may reach and use their full potential
  • Monitor, train and develop agents to be cross-functional across all tasks in CS
  • Positively influence and motivate the outlook & wellbeing of the team
  • Ensure timely and relevant communication to the team via multiple channels (Slack, emails, meetings etc)
  • Actively exhibit and develop professionalism at all times and respect confidentiality where required by the business and others
  • Assist CCM with change initiatives and actively assist in promoting and fostering a professional, responsible and respectful culture within the team
  • Manage and innovate on all CS admin required to support both the in house and out house teams

Customer Support

  • Contribute fully to achieving departmental Response Time targets to all customer queries
  • Troubleshoot problems and provide answers to customer enquiries and feed back to the wider CS team if required
  • Liaise with other areas of the company through appropriate channels, including Production, Marketing and Technology
  • Accept escalated queries: resolve to the mutual benefit of both the customer and the business and coach to ensure person that escalated that contact, is equipped to handle future such scenarios to ensure future agent independence and capabilities
  • To evaluate root causes of issues and work with the wider business to resolve the issues and review the overall cause in order to continually improve the department
  • Encourage and hold Best Practice sessions to ensure that the agents have the most recent process information available whilst also ensuring they have the correct process knowledge to manage any customer situation going forward
  • Regularly contribute Customer and Process information to the PBX Knowledge Base and share with the agents, with consistent checks to ensure this is kept up to date

Operational

  • In conjunction and agreement with the Resource planning analyst organise daily, weekly and monthly tasks to ensure smooth running of the team
  • Maintain full working knowledge of all functions within department, being able to handle and resolve any and all forms of customer contacts across multiple markets when required
  • Achieve daily/monthly productivity, CSAT, CPI team targets
  • Oversee and proactively manage the agents based on skills and ability to ensure maximum coverage across all markets alongside providing assistance coverage in times of increased contact volumes or low staffing levels (holidays/absence/illness)
  • Pro-actively support the CCM to reach defined performance targets for self and department
  • Provide support to other teams in the absence of their Team Leader and be willing & prepared to cover for other Team Leaders when necessary/required
  • Adhere to all relevant HR processes, involving sickness, holidays and absence and exercising them when required whilst still maintaining the “human factor”
  • Recommend changes to all systems (internal and external processes, computer systems etc) to improve/ enhance operational performance
  • Motivate and encourage ideas for improvement from the team.RequirementsAbout You
  • Flexible to the ever-changing demands of an ecommerce environmentProven people management skills, with the ability to manage, coach and develop a team
  • Be a fast learner, with the ability to get up to speed with product & systems processes quickly
  • Reliable with excellent time management
  • Proven ability to think on your feet with consistent decision-making skills and follow through
  • Have a ‘Can Do’ attitude and be prepared to ‘go the extra mile’
  • Minimum 2 years experience of working at Team leader/Supervisor level in a fast-moving contact centre.

Personal attributes

  • Passionate about customer service
  • Sets high standards – for self and the team
  • Promotes team work across the department and company
  • Excellent communicator, with an excellent understanding of both written and spoken English

Benefits

A taste of what to expect as part of the team:

  • The role located in our UK and international London based contact centre: 2 Willen FieldRoad, Park, NW10 7AQ
  • Regular socials, engagement activities, drinks, treats and plenty more – and you can be as involved in as little or as much as you’d like
  • We’re open & honest, actively listening to employee feedback to help us in our goal to become an Awesome place to work
  • Together we have shedloads of ambition and actively support each other to hit our goals and drive the business forward
  • All sorts of Learning & Development to support you throughout your career, including a dedicated budget per team.
  • 33 days Annual leave (excluding Bank Holidays)
  • Private Medical Insurance
  • Dental Medical Insurance
  • Contributory pension scheme
  • Life Assurance that pays out x4 salary
  • Eye Care Vouchers
  • Interest free travel loan
  • Cycle2Work scheme
  • Generous credit to spend on our products (varies per brand)