Customer Service Lead

Job Title: Customer Service Lead
Location: Brighouse
Employment Type: Full-Time, office-based
Salary: -28,000 - -32,000

We are excited to be recruiting for an experienced and proactive Customer Service Lead to join our Customer Service team for our client. This role is pivotal in delivering a first-class customer experience by acting as the first point of contact for fault reporting and resolution. The ideal candidate will take ownership of customer issues from start to finish, ensuring they are resolved efficiently and in line SLAs.

If you are an experienced customer service professional, with a background in retail manufacturing, this could be the perfect next step for you.

Key Responsibilities:

As a senior member of the team, you will support the day-to-day operation of the department, drive service improvements, and assist in the development and mentoring of other team members. Your ability to identify trends, escalate issues appropriately, and contribute to process enhancements will be key to your success in this role.

• Lead the daily operations of the Customer Service team.
• Respond to customer calls and queries via the Zendesk system.
• Log faults accurately and liaise with the Product team for resolution.
• Arrange replacement orders as needed.
• Monitor and ensure SLAs and KPIs are consistently met.
• Report on customer service performance using Zendesk reporting tools.
• Manage and respond to customer reviews on platforms such as Trustpilot
• Identify and report key product fault trends to the Product team.
• Contribute to ongoing improvement plans to enhance the overall customer experience.

Skill Requirements for the Customer Service Lead:

• 3-5 years of strong customer service experience, ideally in a retail or furniture-related environment.
• Proficiency in using Zendesk for both customer queries and reporting.
• Proven ability to work within defined SLAs.
• Experience in mentoring or leading customer service team members.
• Excellent organisational skills with a focus on end-to-end issue resolution.
• Familiarity with Trustpilot and online review management.
• Strong written and verbal communication skills.
• Professional and courteous manner in customer interactions.
• Proficiency in Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
• Ability to communicate technical information clearly to non-technical audiences.

If you are passionate about customer service, thrive in a fast-paced environment, and want to make a meaningful impact, we''d love to hear from you.

Please note, due to the number of responses we receive we are unfortunately unable to give feedback to all individuals. If you have not heard back within 7 days, please assume that you have not been successful for the role you have applied for.