Job Introduction

Our Clients and Customers are at the heart of everything we do which is why our motto is to ‘make them feel special’. Don’t just take our word for it – we recently won the UK Warehousing Association Award for Customer Care.

As a Team Leader of our in-house customer support team, you’ll be able to support our Service Centre Advisors ensuring they are delivering nothing but exceptional service every single day for our customers.

Role Responsibility

• Supervising and developing a team of quality and complaints advisors
• Provide assistance to other team leaders and senior management where required
• Actively lead on continuous improvement and internal controls
• Accurate reporting of service and performance including the development, analysis and compilation of all stats and data
• Actively seek ways to motivate, coach and develop your team
• Working together with the team and wider business to asses service problems and brainstorm solutions
• Meeting project deadlines
• Co-ordinate and facilitate call calibration sessions for customer service agents
• Reviewing the customer journey and external survey feedback to enhance the customer experience
• Perform quality monitoring and provide trend data to operations team and quality manager
• Engaging with customers through multiple social media channels and digital platforms and ensuring all messaging is consistent
• Understanding the impact of maintaining brand image across social media channels, such as Twitter and Facebook, and implementing appropriate reactionary and preventative strategies
• Handling more complex escalations on behalf of the team to a swift and positive solution
• Ensuring the service meets the expected standards of quality and performance
• Consistently providing a high level of service through the successful nurturing and cooperation with internal relationships both in the team and external departments
• Supporting a safe and harmonious environment for all team members and delegate duties as required

Sound exciting?

Working hours

Our Service Centre operates between 7am - 7pm Monday to Friday and 8am - 4:30pm on a Saturday.

The Ideal Candidate

The ideal candidate will need experience of leading teams within a customer focused environment.

Key Skills

• Strong communication skills (written and verbal)
• Computer literate with knowledge of all Microsoft packages
• Experience in working in a quality assurance environment focusing on customer outcomes
• Good organizational skills and ability to multi-task  
• Previous experience with customer service on social and digital platforms
• Strong analytical skills
• Dedication to providing exceptional customer service
• Be able to work to tight deadlines
• Logical thinker
• Excellent leadership skills along with knowledge of basic employment law and disciplinary procedures

Package Description

An annual salary of £22,000

In addition to this competitive salary, you will receive many excellent additional benefits including:

•      20 days’ holiday plus Bank Holidays (which increases with service!)
•      A fabulous Staff Discount at Very.co.uk
•      An attractive pension plan
•      Opportunities for development and progression
•      Additional benefits with retailers, restaurants and many more!
•      Free on-site parking
•      Department competitions (including Employee of the Month!)

You’ll also see our wonderful Executive Team most days, including our CEO who will always pop in to say hello!

About the Company

ArrowXL are the UK’s leading provider of two-person home delivery. We strive to make the world of delivery a better place, by building a business that supports the way we live today. Most of our work is taking responsibility for storing and delivering large, bulky and heavy items – the kind of thing that typically needs two people to handle. Quite often these items need installing so guess what? We do that too!

Our culture thrives on 6 core values that form who we are…

Innovative, Safe, Respectful, Excellent, Responsible and One Team! #weareAXL

ArrowXL