Customer Service Team Lead

About The Role
Main responsibilities:

• Provide Wren’s customers with an exceptional customer service experience and build relationships
• First point of support for the team
• Review and improve any processes that resulted in a poor customer experience, creating a continuous improvement mindset
• Offer problem solving solutions to customers and colleagues with a ‘can do’ attitude.
• Lead a team of customer support representatives to deliver exceptional service standards in order to achieve agreed SLA’s
• Actively manage department issues/concerns such as attendance levels, low morale, systems glitches, improvements etc
• Motivate your team to achieve the weekly targets and organise team events
• Recording statistics and performance levels of the team, preparing management reports as and when requested
• Oversee and manage team’s performance

About You
Who are we looking for?

• Helpfulness and a customer-first attitude
• The passion to take ownership and stick with an issue until it is resolved
• People Management skills including team building, motivation and interviewing
• Experience of managing a high performing team in a Contact Centre environment would be beneficial
• Ability to effectively organize and prioritize own workload
• Excellent oral and written communication skills
• Proven ability to thrive in a fast-moving environment
• Excellent computer skills including Microsoft Office
• Flexible with working hours & overtime, including weekends & evenings
• Ability to sit in one place for long periods of time
• Excellent attendance with proven reliability and can adhere to the agreed work schedule

About The Company
About Wren:
Wren Kitchens, the UK's number one kitchen retailer and manufacturer, is expanding into the USA! Wren is a privately-owned, family-run business which is passionate about kitchens and delivering a world-class customer experience.
We employ over 4,500 people in the UK and in the past three years, our kitchen sales have totalled over $1.2bn. In the financial year of 2019 alone we recorded revenue of over $850 million.
In the UK we manufacture all of our kitchens out of three state of the art factories and we are proud to say that in the USA we will also be manufacturing locally in our new factory in Wilkes-Barre Pennsylvania. Wren is famous for providing tailored kitchens at DIY prices and with the largest range of colours and styles, we have the creative freedom to inspire customers and build their dream kitchens.
This year also saw Wren named #1 top-rated retail workplace in the UK. In addition to this, The Telegraph recognised us as the fastest-growing bricks and mortar retailer and the Sunday Times ranked us as the 12th largest privately owned company in the UK.
We could not be more excited to be opening brand new kitchen showrooms and manufacturing facilities in the USA throughout 2020. We are looking for exceptional people to join our business and begin an exciting and fast-paced career. This is the perfect time to join Wren as we begin our rapid growth across the East Coast.
What's great about working for us?

• A fantastic team environment with great facilities
• Excellent in-role training and development
• Fantastic career advancement opportunities
• High-quality IT equipment and software
• Paid vacation allowance
• 401(k) plan
• Health, vision and dental coverage
• Generous employee discount

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

Work Location: One location