Customer Services Team Manager

Full time - 37.5 hours a week. Based at our Leicester office 4 days a week with 1 day from home.

Flexible between 9am and 7pm Monday to Friday and weekends on a rotational basis.

Our Team Managers support the senior management in driving business performance. You'll be involved in the day to day running of the customer services team, inspiring & motivating our front line team in providing exceptional experiences to our customers

You will bring the experience and knowledge in understanding how to drive performance through people, and passionate about enhancing quality service and driving efficiency through continuous improvement:

• Achievement of operational KPI's
• Being an effective communicator to your team
• Contributing to continuous improvement initiatives
• Delivering the very best level of Customer Service

BENEFITS AT BODEN

• Flexible hybrid working
• Targeted annual bonus scheme
• Generous Boden clothing allowance and 30% discount on all current clothing ranges
• Holiday increase with years of service
• Portal with an array of discounts and cashback offers on retail and entertainment
• Group personal pension scheme and life insurance cover
• 24/7 Virtual GP service for you and your household
• Free onsite parking, teas & coffee stations and subsidised café with free toast for breakfast

ROLE RESPONSIBILITIES

• Use performance data to identify areas for improvement, diagnose root causes of under-performance & customer impacting, and identify actions to improve customer experience and KPI delivery within your team
• Drive a high-performance culture within your team and peer group, through role modelling, effective performance management & coaching
• Ensure the team is kept up to date through regular communication. Communicating clearly and concisely, tailoring messages appropriately. Validating that messages have landed as intended
• Work in partnership with our People Team to effectively carry out meetings in alignment with documented people processes when necessary
• Conduct and effectively document all monthly and annual performance reviews with your team
• Act as an escalation point for your team on customer issues with the aim to empower your team in order to resolve first time
• Have strong organisation & time management skills, prioritising tasks and completing within agreed timelines
• Identify key talent within your team, supporting them in their development and progression, using tools available and thinking creatively. Empower others to own their own performance to create self-managing teams
• Recognise high performance and retaining great talent. Inspire, motivate and develop people to deliver amazing customer experiences through living our Boden values, behaviours and leadership capabilities

THE EXPERIENCE WE ARE LOOKING FOR

• Proven track record in leadership of a customer service team. You will form an important part of the contact centre leadership team and lead and manage a team of 12-14 customer service advisors
• Knowledge of call centre systems and technology
• Demonstrable experience of leading high performing teams, driving sustainable performance
• Strong coaching skills with a proven record of using these skills to deliver quantifiable performance and behavioral change within a team. This will be very much at the heart of the role
• Experience of working under pressure in a fast-paced environment
• Experience of leading in a multi-channel environment

A BIT ABOUT YOU

• Emotional intelligence and resilience to navigate through change and shifting priorities
• Adaptable and open to change with the ability to lead and manage effectively through a period of change
• Stakeholder management skills - someone who understands how to build effective links both internally and externally in order to deliver the very best results
• A strong team player who understands the importance of becoming an effective member of a cohesive management team
• An individual who is self-aware and understands where their strengths and development areas lie and is open and willing to work on feedback in order to become a more effective leader
• Great communication skills - ability to communicate effectively at all levels to both enthuse and motivate, but also deliver straight messages where required
• Has high standards and works tirelessly to coach, influence and develop others to attain those high standards
• Capable of understanding strategic goals and complex themes and distilling these down into day to day operational management ensuring alignment with the Business at all times.

We want Boden to be the place everyone wants to work. Friendly and open, understanding and supportive. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.

We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.