Role Overview
At Oak Furnitureland, the Customer Centre is the heart of our business and the voice of our customers. Our Customer Service Team Managers use their great leadership skills to develop advisers, creating a customer-focused team that uses their empathy, excellent communication skills, and customer-first attitude to resolve customer complaints within our resolution framework. They also support the team's development to ensure that the department is high-performing and super-engaged with our customers and business.
About The Role
Core Responsibilities
To lead a team that delivers excellent customer service in accordance with the departmental aims and KPIs.
To maximise individual advisor and team engagement using appropriate and innovative motivational techniques. Creating an environment where people view our business as a great place to work.
To maintain an up-to-date knowledge of relevant product information and to ensure this is communicated effectively to advisors.
To monitor team workload and ensure a timely response to all customers.
To assess calls for QA purposes, giving coaching and feedback to Advisors to ensure improvements are made where required.
To review responses to complaints to ensure the service offered is desired in accordance with aims, and compliance objectives.
To challenge the team to continuously develop through individual coaching sessions and provide effective, ongoing feedback on the quality of their performance.
To work closely with other internal teams, such as the escalations and delivery teams, to ensure a seamless and responsive service to our customers.
Managing customer service costs against customer expectations
To raise incidents to the appropriate stakeholders providing accurate and relevant information.
To identify individual/team strengths and development needs, providing ongoing training, coaching, and setting individual 1-2-1’s.
Adapt own behaviour to changes in products, services, and processes to ensure an excellent customer experience.
Makes recommendations concerning issues that may affect the customer experience such as faulty products, system errors, training gaps, or procedural issues.
Skills and Experience
Experience as a Team Manager (or equivalent) in a contact centre environment.
An accomplished leader with a real passion for people, doing the best for their team and showing and earning respect by leading by example.
Able to demonstrate achievement in managing and improving the attendance, attrition, motivation, and engagement of a team.
Proven success in the coaching, recruitment, development, training, and training needs analysis of a team
Commercial awareness and appreciation of the push and pull cost levers in a customer service environment.
Ability to plan, prioritise and manage own time and that of their team effectively.
Ability to review customer service data, draw conclusions through careful analysis and use that information to improve the teams’ performance.
Computer literacy and a working knowledge of contact centre systems and telephony – with the ability to use these tools effectively.
Working Hours
This is a full-time role working 40 hours per week, Monday to Friday, 9 am to 6 pm.
Work Location
Swindon Head Office.
This position may suit individuals with previous skills or experience gained from the following roles: Call Centre Team Leader, Customer Service Supervisor, Customer Support Manager or Customer Service Lead.
Benefits
Exclusive Employee Discounts: Enjoy unbeatable savings on all Oak Furnitureland products after completing your probation period.
Generous Holiday Allowance: Benefit from 20 days of holiday each year (including Bank Holidays), giving you ample time to relax and recharge.
Celebrate Your Special Day: Take an extra day off to celebrate your birthday or another special occasion that's important to you!
My Rewards Programme: Unlock discounts on essentials and luxuries, from dining out and grocery shopping to entertainment and holidays.
Competitive Pension Scheme: Secure your future with a 4% employee contribution, matched by the company.
Comprehensive Life Assurance: Receive free coverage worth at least twice your annual salary, ensuring peace of mind up to age 65.
Continued Development: Enhance your skills and support your future career advancement with ongoing training and growth opportunities within the company.
Supportive Employee Assistance Programme: Access professional counselling services via phone or in person whenever needed.
Convenient Free On-site Parking: Enjoy the convenience and ease of free parking at our location.
Company Information
Oak Furnitureland launched in 2006. Our brand was built on ensuring our customers could access high-quality hardwood furniture at affordable prices, and we were predominantly known for our range of well-crafted cabinetry.
Fast-forward to today, and you’ll discover that our commitment to using quality materials and creating furniture that’s built to last hasn’t changed. We still offer great value for money, too, but what you’ll discover now is an evolution that’s seen us expand our categories and styles of furniture so that we can offer something for every home.
Not only do we offer fantastic pieces of furniture for the home, but we are also a great place to work. It is one where colleagues are valued, feel connected to the business, and are provided with an environment where they can flourish, contribute, and develop their careers.
To support us, we are guided by our company's purpose of ‘helping people make their house a real home’, which is underpinned by our values:
We are adaptable
We are experts
We are authentic
We are one team
We put our customers first.
Equal Opportunities Employer
Our mission is to build an open and inclusive work environment where all colleagues have equal opportunity and access to development, progression and growth. We strive to recruit and retain diverse talent representative of our customer demographic.
We have an inclusive environment where everyone can be themselves and are driven by the same purpose and values. As we endeavour to create a workplace that reflects our diverse customer base and the communities in which we live and work, we strongly encourage applications from individuals belonging to minority and underrepresented groups. We are committed to fairness in how we hire new colleagues and if you require any additional support to help you through the process, we’re happy to make the necessary adjustments for anyone who needs them.
Please know that any offer is subject to references and a DBS check.
Check Us Out
Oak Furnitureland Website
Oak Furnitureland Careers
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