Customer Support Team Leader

The Customer Support Team forms an essential part of Oliver Kay depots by providing support to both external and internal customers. Ensuring all areas of ordering requirements are carried out to the highest standards through managing order emails, handling inbound calls and processing orders accurately. Along with dealing with queries and complaints and providing a satisfactory resolution that enhances their experience of dealing with Oliver Kay.

We have an exciting opportunity to join the customer support leadership team. You’ll fill an essential role in helping us achieve our targets by delivering the excellent service and support to our customers through coaching and managing the team.

You must ensure a high level of customer service standard is demonstrated at all times, ensuring the smooth day to day running of the department and support the team to ensure deadlines are achieved, having a hands on approach to cover when needed.

Your main duties will include the on-going development of your team in the form of coaching sessions and remote call monitoring. You will be expected to motivate, identify training needs and ensure your team have the required skills to be successful in their role. As well as playing a part in managing departmental KPI’s and people management.

You will be the professional primary point of contact for all internal and external customers, supporting with queries and providing a satisfactory resolution that enhances their experience of dealing with Oliver Kay and ensure the customer is put at the heart of everything that you do.

Ideally, you’ll have previous experience of working in a call centre environment, possess a professional and clear phone manner, demonstrate experience of using Word, Excel & Outlook confidently and be able to demonstrate a history of developing and coaching contact centre advisors. Most importantly you must be used working in a busy and challenging environment and meeting deadlines.

The successful candidate will need to be a personable and professional individual, a strong and natural communicator and team player. Be an approachable source of support to their team and wider stakeholder and will have an accurate and methodical approach to your work with a passion to succeed.

Due to the nature of the business we operate over 7 days, flexibility is a key requirement as you will be required to work up until 6pm, including covering weekends on a rota basis.

• 25 days holiday (plus bank holidays) as a minimum and the opportunity to buy more
• A pension - contribute 4% and we’ll match you (after year 1, we’ll match your contributions up to 6%).
• Life cover that you can increase.
• Access to confidential support and counselling, when you need it.
• A health plan that gives you money back on everyday medical costs for all the family, as well as access to a digital GP.

• Exclusive range of high street discounts including cinema, tech, travel, fashion, food and drink.
• Get paid as you earn - access to up to 20% of your pay before payday.
• Opportunity to buy dental cover and critical illness cover.