Job Description

Hours:

Monday, 1 pm until 9 pm

Tuesday, 1 pm until 9 pm

Wednesday, 1 pm until 9 pm

Thursday, 1 pm until 9 pm

Friday, 1 pm until 9 pm

Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial.

TOAST is renowned for its thoughtful, contemporary design and commitment to traditional textiles and craftsmanship.

TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room.

TOAST has shops throughout the UK and can be found in many John Lewis stores. TOAST has an online shop www.toa.st

The emphasis within the TOAST workplace is:

Thoughtfulness - in all we do and all we say, in our actions and our interactions

Simplicity - in our aesthetics, communications, processes and solutions

Creativity - and the encouragement of fresh thinking and the free exchange of ideas

Collaboration - both among ourselves and with other inspiring individuals, organisations

and traditional craftsmen

As part of the TOAST team, you are a catalyst for the brand's successes. To realize our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area.

In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.

Overview

As supervisor, you will have full responsibility for the day-to-day performance of all aspects of customer service operations. The supervisor is the first line of reporting for the Contact Centre team, their focus is to ensure the team provides excellent customer service at all times. They will lead by example by providing exemplary customers service also. The supervisor also is a primary point of contact for both staff and customers.

You will also be required to meet company and operational objectives by leading and motivating your team to achieve their goals. You will also be an ambassador for the brand's culture and behaviours and will be expected to develop your team to the same high standards.

Duties and Responsibilities

Manage and take reasonability of the customer service department.

Produce the highest level of work and ensure constant productivity. Contribute to team work and liaise effectively with team members & other departments.
Develop and implement TOAST customer service strategy, policies and procedures

Deliver TOAST's Customer Service expectation both personally and through the development of your team Create opportunities for succession through coaching and development. Actively seek self-development and training of own skills set to continually improve performance Review customer complaints, track customer complaint resolution and handle complex and escalated customer service issues personally Where relevant, deliver TOAST's brand visual expectations using all information available Deliver an excellent office environment that supports the needs of the team, facilitates optimal results and generates brand awareness and loyalty Ensure a safe and healthy working environment for all of the team with a focus on risk assessment and ensuring a high level of housekeeping Liaise and provide feedback to all heads of departments to facilitate excellent department performance Be a brand ambassador, representing TOAST both visually and behaviourally at all times and ensuring the same behaviour within your team
Need to know about the Distance Selling Regulations Legislation and Consumer Law 2105, as well as trading standards.

Understand & adhere to PCI regulations & Data Protection Act policy and regulations.

Any other duties deemed necessary for the role and the job description may be subject to addition or change following consultation

Skills and experience required

10 years plus customer service experience In-depth knowledge of customer service principles and practices In-depth knowledge of customer service software and databases Proficiency in MS Office applications Extensive product knowledge with current, historic and new ranges Excellent communication, planning and organisational skills Problem analysis and problem-solving skills Excellent decision-making skills Ability to take initiative Ability to work under pressure and to deadlines

Personal Qualities

HONEST COMMUNICATION: straight talking, demonstrating humility and respect, challenging constructively, creating transparency, acknowledging & resolving mistakes, maintaining commitments, being accountable

INTEGRITY: To be honest, with strong moral and ethical principles and values.

DRIVE: show relentless determination to drive delivery & excel

POSITIVE MINDSET: achieve results with a positive energy and can-do attitude, overcome challenges and Influence others positively

PRIORITISE QUALITY: less is more, an obsessive attention to the detail

SUPPORT: challenge and encourage colleagues, celebrate success and focus on positives.

Job Type: Full-time

Pay: Up to 13.35 per hour

Benefits:

Company pension Cycle to work scheme Employee discount Free parking Health & wellbeing programme On-site parking
Work Location: In person