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Job: Customer Support Team Lead - ROE & Iberia Team

Active since 18-10-2017 Job category Sales - Office Staff / Telesale...
Location London Level Entry level / Graduate
Educational level GCSE / A-Level / Highscho... Employment type Permanent contract
Hours 40 Salary Monthly + Discretionary10% Bonu...
Who Are We?
We don’t sell ‘off the shelf’ products … we’re personal. Every single thing you buy from us is unique to you. The purpose of our great family of brands is to magic our customers’ photos, words and feelings into precious objects that make them smile, laugh and, sometimes, cry. We’re in the business of ‘one-of-a-kind’ and so delighting each and every customer is central to everything we do.


People Management

  • Assist in Managing, supporting and coaching Customer Service Agents to achieve personal development goals, team and department performance targets.
  • Assist in providing initial training to new customer support agents.
  • Actively participate in weekly team meetings
  • Observe behaviours and skills of direct reports to ensure they are professional, confident and capable with all aspects of contacts. Help Customer Support Supervisor to identify and address quickly any development needs and support their development.
  • Positively influence and motivate the outlook & wellbeing of the team(s)
  • Ensure timely and relevant communication to the team via weekly team meetings in the absence of the Supervisor.
  • Help Customer Support Supervisor to evaluate root causes of issues and strive to alleviate such issues from occurring.
  • Actively exhibit and develop professionalism at all times and respect confidentiality where required by the business and others.
  • Assist Customer Support Supervisor with change initiatives and actively assist in promoting and fostering a professional, responsible and respectful culture within the support team.

Customer Support

  • Handle queries from customers.
  • Contribute fully to achieving departmental response time targets to queries.
  • Troubleshoot problems and provide answers to customer enquiries.
  • 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 call is equipped to handle future such scenarios therefore avoiding similar escalations/situations.
  • Identify and support all Customer Support Agents to ensure best practice (for customer care) levels are consistent and are carried out.
  • Identify and assist to resolve issues arising from customer contact.


  • In conjunction and agreement with the Customer Support Supervisor, 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 when required.
  • Achieve daily targets.
  • Pro-actively support the Customer Support Supervisor to reach defined performance targets.
  • Provide support to other teams in the absence of their Team Leader and/or Supervisor and be willing & prepared to cover for other Team Leaders when necessary/required.


  • Adhere to all relevant HR processes, involving sickness, holidays and absence.
  • In conjunction with the Customer Support Supervisor, communicate and support changes to Company policy.
  • 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.
  • In addition, the Team Leader would be expected to be an extra resource for the team, assisting in dealing with contacts to ensure service levels are met. There will be additional responsibility given to each employee ranging from dealing with the accounts department on cheque requests, checking offers in conjunction with the marketing team or assisting other teams with their tasks.

What you will bring – essential skills and experience:

  • Flexible to the changing demands of a ecommerce environment
  • Good 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
  • Have a ‘Can Do’ attitude and be prepared to ‘go the extra mile’
  • Experience in root cause analysis, to assist in identifying contact drivers and work to reduce them.
  • Experience of working 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 Spanish and English.
  • Good knowledge of reporting tools and techniques.

Why us?
We are always moving forward, adjusting constantly with the market and to be even closer to our customers. We had humble beginnings, but always rich ambitions and we haven’t lost sight of that ‘start-up’ way of thinking. As such, we’re not afraid to make bold decisions and quickly change things if it’s the right thing to do – as employees, our roles are constantly evolving, and our priorities shifting to what will really make the difference. There are always new and challenging projects being launched, which at times can be overwhelming … but so much fun!

What can we offer?

  • An opportunity to be surrounded by brilliant, talented and fun teams across the whole business where inspiration is positively encouraged.
  • A great working environment based in NW10, London that is only an 12-minute walk from Harlesden Station with access to the Overground and Bakerloo tube lines.
  • A chance to become involved with a great brand with an ambitious roadmap and be part of a culture that encourages innovation
  • Dedicated Training from our in-house Team.
  • 20 days annual leave excluding Bank Holidays
  • Discretionary Monthly Bonus
  • Quarterly Prizes
  • Contributory pension scheme
  • Life Assurance x4 Salary
  • Cycle to work scheme
  • PhotoBox account loaded with £70 credit to spend each year 

More information
This listing is a full-time job

Job category Sales - Office Staff / Telesales / Call Centre
Industry / Industries E-commerce
Region London
Keywords "customer services", "customer support", telephone, "call centre"

Contact information

Name Richard Evans