Oliver Bonas
Customer Service Team Leader
London
Posted 1 day ago
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Customer Service Team Leader
Customer Service Team Leader – OB
Location: Tolworth, near Chessington (with hybrid working; 3/2 days in office/home) Contract: 12-month fixed-term, full-time Shift Pattern: Tuesday – Saturday
About the Role
As a Customer Service Team Leader at Oliver Bonas (OB), you will:
- Support the Customer Service Manager in running the department efficiently.
- Deliver a customer-focused operation while hitting performance targets.
- Lead a team to provide high standards of service through coaching, training, and day-to-day guidance.
- Empower team members to own their work, challenge processes constructively, and propose improvements.
- Understand AI in customer service and adopt new technologies to enhance efficiency, improve customer journeys, and drive data-led decisions.
Responsibilities
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Daily Operations:
- Provide structure by managing customer contact volume, prioritising urgent messages, and identifying trends/issues.
- Create and adjust daily team rotas to meet customer demands.
- Work with Senior Advisors to ensure timely, effective responses across all channels (live chat, email, phone, social media).
- Monitor Service Level Agreements (SLAs) and resolve breaches proactively.
- Lead customer complaints handling and act as a GDPR/-consumer rights expert.
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Team Support & Development:
- Conduct weekly one-to-ones and monthly appraisals; foster a supportive environment.
- Deliver training for new Customer Service Advisors and ongoing coaching.
- Analyse team performance, provide feedback, and lead the quality control programme.
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Stakeholder Management:
- Lead internal/external meetings using data/ customer trends to drive alignment.
- Prepare system reports and share customer trends company-wide.
- Work closely with management to shape CS strategy and peak-period plans.
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- Process Improvement & AI Leadership:
- Collaborate on integrating AI solutions while ensuring brand/ security compliance.
- Explore data to identify improvement opportunities and escalate issues.
- Assist during peak periods with email, live chat, and phone support.
Hybrid Working
- Office location: Tolworth, near Chessington (30 mins from London Waterloo).
- Hybrid model: 3 days in-office, 2 days remote.
- Flexible working arrangements considered.
About Oliver Bonas
Guiding values: Work Hard, Play Hard & Be Kind. Work culture:
- Collaborative & creative – challenge norms while bringing imagination and kindness.
- Optimistic & fun – serious about quality but relaxed about personality.
- Accountability + humility – ownership with warmth and inclusivity.
Key Benefits
- Employee Discount: Up to 50% off all OB products.
- Wellbeing Support:
- Free 24/7 Employee Assistance Programme (Optima Health) for financial, emotional, and vocational guidance.
- Free access to Westfield Health Cash Plan or Private Medical.
- Onsite gym.
- Cycle to Work Scheme.
- Flexible Leave:
- 30 days holiday (including bank holidays) + 35 days with tenure.
- Enhanced maternity/paternity/adoption shared parental leave.
- Money & Development:
- Profit-related bonus scheme (annual discretion).
- Auto-enrolment into pension plan.
- Education via 360L eLearning.
- Quarterly free lunch.
- Prosperity & Rights:
- Autonomy through EDI Voice Network and dedicated EDI team.
- Preparing for external-to-field changes with Mental Health First Aid support.
- Refer a Friend incentive.
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Requirements
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Essential:
- Passion for OB’s brand and customer service excellence.
- Strong team management skills (team coaching, conflict resolution).
- AI & data expertise: Knowing how it shapes efficiency, customer journeys, and opportunities.
- Problem-solving mind: Identify trends with initiative, propose solutions, and adapt under pressure.
- Fast-thinking attitude in a dynamic environment with a positive, can-do approach.
- Agile attitude: Prioritise tasks and meet tight deadlines without losing detail.
- Previous experience in a senior customer service role (managerial raised).
- Deep knowledge of GDPR and consumer rights.
- Organisational excellence: clear, detail-focused workflows; technical fluency with systems.
- Resilience & energy prepared for emergency or peak operations.
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Nice to Have:
- Familiarity with CRM systems, order management, finance platforms, courier dashboards.
Equity, Diversity & Inclusion (EDI) at OB
Mission: Our commitment to making work joyful and inclusive for our team and community. Priorities:
- Reflect minimum Brand Foundation beyond high society.
- Welcome applicants from Black, Asian, and Mixed Heritage backgrounds explicitly encouraged.
- A Disability Confident Committed employer under the UK’s disability strategy.
For more: EB page
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Skills
Customer Service
Team Management
Coaching
Training
Data Analysis
Problem Solving
Communication
Time Management
AI Understanding
CRM Systems
GDPR Knowledge
Performance Management
Flexibility
Organizational Skills
Customer Journey
Technology Adoption
Location