Job Description

Omlet, a designer and online retailer of world-famous pet products, is looking for an enthusiastic, friendly and talented Customer Experience Team Leader.

Visit our website here: www.omlet.co.uk

This role provides support for our customers from Monday - Friday 9am - 5.30pm, plus occasional weekends (40hrs per week).

A Little About Omlet

We're Omlet. Since 2004, we've set out to rethink every aspect of keeping and caring for animals.

Product Designers first, we ask so we can invent. From why house cats can't climb trees to why shouldn't chickens listen to music whilst laying an egg? Our curiosity creates understanding, helping us bring people and pets closer than ever before.

Our people are The Curious Collective. Every day we question and every day we collaborate to find the most meaningful answers. It's through this persistence that we create remarkable, ingenious products and experiences for our customers.

A global e-commerce business with a singular focus on D2C, we are hugely ambitious and motivated in building the number 1 premium brand in pets.

More about the role:

As a Team Leader at Omlet, you will lead and develop a team of Customer Experience Advisors, ensuring they deliver exceptional service while meeting key performance metrics. You'll be responsible for driving team performance through regular coaching, training, and development plans, while managing resources effectively to meet customer demand. The role involves maintaining high service standards, team efficiency, handling escalations, fostering collaborative relationships across the business.

You'll need to demonstrate strong leadership skills, a track record in customer service management, and most importantly, a passion for people and pets. You'll play a crucial role in creating a high-performance culture while embodying Omlet's values and providing hands-on leadership to your team.

Lead a team of Customer Experience Advisors (CXAs) to deliver exceptional service Drive team development through regular documented 1:1s, coaching and training Create a performance culture where CXAs understand what is required of them Manage poor performance and celebrate successes and excellence Manage resources effectively to meet customer demand Ensure that team tasks and processes are completed on time and to a high standard Drive CSAT, KPIs, productivity, quality metrics, and sales, Create a professional and inspiring work environment Foster collaborative relationships with peers throughout Omlet, to improve team efficiency and the customer experience Shared accountability for Knowledge Base maintenance and article quality Deputise for the Head of Customer Service when required.

Successful candidate requirements:

2+ years team management in fast-paced customer service environment. Track record of achieving KPIs and sales targets. Strong coaching and team development skills. An excellent communicator with an enthusiastic attitude. Positive, with a motivated attitude towards customer service and the willingness to learn how to provide outstanding service. An attention to detail person, curious thinker and good listener. Must love animals. We are passionate about creating great products for our pets so this is a must!
Job Type: Full-time

Pay: 30,000.00-31,000.00 per year

Benefits:

Casual dress Company events Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Life insurance On-site parking Paid volunteer time Referral programme
Schedule:

8 hour shift Day shift Monday to Friday Weekend availability
Ability to commute/relocate:

Banbury, OX16 5HX: reliably commute or plan to relocate before starting work (required)
Experience:

leadership in a CS environment: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Banbury, OX16 5HX