A bit about us: Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We showcase more than 130 fragrance brands in over 220 stores throughout the UK and online at www.thefragranceshop.co.uk. We are expanding and are looking for a Customer Service Team Leader to join the team and be part of a growing and vibrant brand.
Why you’ll love working here:
Vibrant state-of-the-art office, conveniently located in Trafford Park with great transport links and free onsite parking
No need to travel to the gym – we have one here for you! Take advantage of our free onsite gym facilities before/after work or even pop in at lunch time
Generous staff discounts on a wide range of fabulous fragrances
Excellent progression and development opportunities - work with teams who are passionate about what they do and develop your expertise within a creative and collaborative space
The role: We currently have a fantastic opportunity for a dedicated Customer Service Team Leader to join our Customer Service department at FQ. You will demonstrate first-class customer service to each and every one of our customers and provide support and guidance for your team.
What you’ll be doing:
- Answer a high volume of calls and maintain a rapid response rate according to agreed standards.
- Log information from calls received, file correspondence/data where required and maintain detailed and accurate records.
- Establish and maintain exceptional working relationships with colleagues, customers, suppliers and visitors / enquirers.
- Communicate accurately and effectively via written and/or verbal correspondence.
- Interpret written and verbal instructions and perform general administration duties in a professional and courteous manner.
- Participate in meetings, conferences, and team activities, contributing to the requirements in maintaining harmony and high performance.
- To ensure enquiries are dealt with efficiently and customer complaints are handled empathetically, professionally and in line with the values and beliefs of the Company.
- To provide the customer service team with technical support, best practice guidance and advice.
- Provide reports and feedback on the efficiency of the customer service process.
- Achieve set targets and deliver KPI's.
- Cover Other Customer Service Team Leaders on adhoc basis.
- Provide Customer Service Team Leader support to other businesses within the group.
What you’ll bring:
- Strong customer service ethic.
- Listens to and values the opinions of others.
- High level of integrity, trust and respect.
- An effective communicator.
- A problem solver.
- High energy and drive.
- Approachable, adaptable and flexible.
- Passionate and self-motivated.
- Builds strong personal relationships.
- A positive can do approach.
- Knowledge of customer service principles and practices.
- Knowledge of relevant computer applications.
- Previous experience in a supervisory or Team Leader role is essential.
How to apply:
Simply upload your CV via our careers page.
Join us now and help shape the future of fragrance retail!
The Fragrance Shop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Due to the high volume of applications that we receive, we are regrettably not able to respond to everyone. If you have not heard from us within four weeks of your application, please assume that on this occasion you have not been successful.