DUSK.com
Customer Experience Team Leade
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Customer Experience Team Leader
We are looking for a passionate Customer Experience Team Leader working in Leeds as part of the Customer Experience Team.
Salary: Competitive salary + excellent benefits package
Contractually your hours will be in a shift pattern of 8am - 4pm and 12pm - 8pm. This has been temporarily adjusted to accommodate business, customer and employee preferences (trial). Which is currently a shift pattern of 8am-4pm and 10am-6pm.
Please note for your first 4 weeks (minimum) you will work 9am-5pm.
This role will be reporting to the Customer Experience Performance Manager, and will be focused on leading, supporting, and empowering Customer Service Executives to thrive.
This role involves being at the heart of daily operations, ensuring exceptional service is being provided, whilst actively seeking ways to improve. The Team Leader is responsible for driving success and contributing to an environment where everyone feels valued, motivated and are well equipped to deliver high standard and efficient service.
Role Responsibilities
- Ensure all customer queries are handled in line with best practice, with a strong customer-first approach.
- Identify and implement opportunities to improve team productivity, operational efficiency and service quality.
- Analyse customer contacts and key enquiry drivers, partnering with the wider Customer Experience team to develop and implement effective solutions.
- Review customer interactions to identify trends, gather insights and recommend service improvements.
- Lead, motivate and develop a high-performing team of Customer Service Executives.
- Provide ongoing coaching, mentoring and feedback to enhance customer interactions and support individual growth.
- Work closely with fellow Team Leaders to ensure consistency, alignment and best practice across all customer service teams.
- Take ownership of team performance, monitoring productivity and quality metrics and creating improvement plans where required.
- Act as the escalation point for complex or high-priority customer issues, ensuring prompt and positive resolution.
- Support the effective handling of customer complaints and concerns, delivering positive outcomes and excellent customer experiences.
- Ensure team members remain up to date with changes to processes, systems, products and company policies through regular communication and support.
- Champion a positive and collaborative working environment where colleagues feel valued, motivated and empowered to succeed.
- Maintain accurate reporting, records and performance data to support operational decision-making and continuous improvement.
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About You
- Strong Leadership, with the ability to motivate and develop staff.
- Communication, with the ability to share information and context on topics clearly.
- Organisation, with the ability to prioritise in line with business interests.
- Problem solving, with the ability to guide Customer Service Executives on using initiative to resolve queries to a high standard.
- Multitasking, with the ability to manage multiple priorities and thrive in a fast-paced environment.
- Flawless attention to detail, with the ability to review other’s work and find areas for improvement.
About us
DUSK.com is an award-winning and fast-growing e-commerce brand in the home and garden sector, known for innovation and high-quality products.
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Whether you are seeking signature furniture pieces or the perfect finishing accents, our curated ranges deliver accessible elegance to every living space, empowering you to realise your ideal home vision.
As a trusted British brand, our team in Doncaster work hard behind the scenes to make sure every order is carefully packed and delivered on time.
You can read more about us at: https://dusk.com/
Why Dusk.com?
- 25 days’ holiday per year, plus additional annual leave based on length of service. Where employees are required to work on bank holidays, these will be treated as normal working days and alternative arrangements for the bank holiday entitlement will apply.
- Option to buy additional holidays (by a maximum of 5 days)
- Bonus Scheme
- Staff Discount Scheme on DUSK products
- Death in service
- Company pension
- Access to employee assistance programme through ‘Spark’, including 24/7 helpline, virtual GP and counselling services to support your health and wellbeing.
- Eye-care vouchers
- Excellent Career progression and training opportunities
- Opportunities to partake in company days
Due to the high volume of applications, on some occasions we are unable to reply to each individual applicant. If you do not hear from us within four weeks, then unfortunately your application has not been successful.
We will keep your application on file for six months and we will consider you for future roles within the organisation during this time. Your information will be deleted after six-months. If you wish to be considered for roles after this point, then you will need to re-apply.
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