Join our Team at Dusk - Customer Service Team Leader
At Dusk, we are looking for a passionate Customer Service Team Leader to join our team. Reporting to the Customer Experience Performance Manager, this role is 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.
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.
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.
What’s in It for You?
- 25 days holiday plus bank holidays.
- Generous staff discount on our beautiful products.
- Real opportunities for growth and career progression
Job Types: Full-time, Permanent
Work Location: In person
