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Customer Service Team Leader
Customer Service Team Leader – Beyond Retail
Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products to Britain’s homeowners and tradespeople. With over 8 million visitors per year, we’re on a mission to create well-designed, special, and positively impactful homes.
The company has grown from zero to £50m+ in annual revenue in just over 15 years, with current operations spanning 150+ employees. Our three websites—Drench, Tap Warehouse and Toasty—continue to thrive, and we’re now searching for a Customer Service Team Leader to help guide our continued growth.
About the Role
As one of our Customer Experience Team Leaders, you will play a pivotal role in leading, supporting, and empowering our diverse team in Customer Services and Sales. This role involves providing hands-on problem-solving support, mentorship, and coaching to ensure your team delivers exceptional service while fostering collaboration and high performance.
Between booster motivation and provided guidance, you will ensure every team member excels in their role while navigating challenges with confidence.
Responsibilities
- Lead with impact:
- Boost team performance through effective management and motivational leadership, ensuring high productivity and accountability through performance monitoring.
- Collaborate across the department to streamline operations and distribute resources efficiently.
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Process improvement & scalability:
- Identify opportunities to refine processes to enhance service quality and efficiency.
- Drive growth in sales revenue while unifying sales, customer service, and digital teams under shared goals.
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People leadership:
- Conduct regular team meetings, address HR needs, and provide coaching and development opportunities.
- Support team members with tailored development plans, focusing on behaviour, skills, and expertise.
- Contribute to maintaining a strong public reputation across social media and review platforms.
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Quality and performance oversight:
- Use benchmark data metrics, tools, and one-on-one feedback to ensure standards are met.
- Monitor and report team performance to guarantee Service Level Agreement (SLA) compliance.
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Additional duties:
- Cover expandable shifts, including Live Chat support and phone lines, ad-hoc requests, or departmental projects as assigned.
Requirements
Flexibility, adaptability, and a proactive mindset are essential for driving forward. A natural leader with business acumen and a keen motivation to grow capacity.
What We Can Offer
- Flexible schedule: Core hours between 8 am and 6:30 pm, Monday to Friday (average 40 hours per week).
- Generous annual leave allowance.
- Full technology access + a £500 remote-work setup allowance.
- Choice between our apeutiful office spaces or fully remote work.
- Investment in personal growth via learning and development initiatives.
- Committed, collaborative culture built on ownership, transparency, and teamwork.
- No formal dress code—just be yourself.
- Regular team and company-wide social events.
- Diversity and inclusion: A culture where every employee thrives by bringing their full voice to work.
- Beyond Retail’s Home Working Support Scheme: A £500 upfront payment for home office setup.
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Our Values
Success is measured not by individual presence but by impact—both within our business and customers’ lives. We celebrate collaboration, transparency, and ‘doing rather than dreaming’. Your opinions matter, and our ten core values shape everything we do:
- Ownership: You call the shots. Initiative is celebrated.**
- Collaboration: Teamwork and communication make the dream work.**
- Flexibility: Work isn’t a place—it’s about the roles you deliver.**
- Innovation: Ideas matter as much as experience.**
Beyond Retail—to that 8 million people a year, we’re always open. You can be too!
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