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Customer Care Team Leader

Job Title

Customer Care Team Leader

RecruiterMichael Page Procurement & Supply Chain
Industry SectorLogistics Services, Transport & Distribution
Salary£35,000 to £40,000 per annum
LocationsGreater London, London
Contract TypePermanent
Job CategoriesCustomer Service
Date Posted20 September 2017

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Page Personnel Logistic are currently looking to recruit a Customer Care Team Leader for our client based in Belgravia, SW London.

Client Details

Our client are a well known luxury brand who to clients and customers across the world.


You ill act as a team lead for an external customer service team that responds to phone, email and live chat requests from customers, ensuring excellent, never-seen-before customer service on every interaction. You will be responsible for the day-to-day management of the Customer Care Advisors’ team and the Account Manager, as well as ensuring that the level of service is applied and supported by other areas of the business.

Other responsibilities will include:
  • Emphasise on quality, efficiency and a luxury service experience across the board: from the team of Advisors to the internal Stakeholders, and at all touch points with the customers
  • Monitor real-time performance of the customer center and help decision on staff allocation
  • Identify needs and conduct team coaching
  • Investigate complex customer complaint escalations and resolve
  • Send recommendations for evolution of the customer care team
  • Identify processes and work flows improvements to enhance the team’s efficiency
  • Ensure the production of impeccable weekly & monthly reports
  • Motivate, support and mentor customer care advisors
  • Identify issues and project manage the long-term resolution of those issues with the Product Management team
  • Work closely with the Product Management team to create stories, follow development and implementation of enhancements on the platform which will have a direct impact on customers


The ideal candidate will have operated within a similar role and will be customer-centric, resilient, and passionate about luxury experience. You will be data-driven and obsessed over details as well as having a strong problem-solving ability. Candidates will required Strong Leadership and excellent people skills backed up with excellent verbal and written skills and good level of computer literacy. This is a new project within an established business so the confidence to challenge the status-quo and stay positive is also important.

Job Offer

You will have the chance to work for a prestigious, luxury brand who is highly regarded as a leading with their field. This is an exciting time to be involved with such a project and the successful candidate will have opportunities for development in the business. Salary available is extremely competitive and you will will also receive an annual bonus.

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Recruiter: Michael Page Procurement & Supply Chain
Tel: N/A
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