Job Description

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 in Doncaster. Reporting to the Customer Service Logistics Manager, the successful candidate will bring their expertise to assist us in providing excellent customer service for our customers, and play a key role in leading and overseeing the Customer Service team within the warehouse and operations environment.

This involves daily management, service level offering, and improving efficiencies across queries that overlap between Customer Service and Operations.

This role is based in our Doncaster Warehouse, with regular travel to our Leeds Head Office.

What you'll be doing

You will be responsible for the Customer Service team providing them with support, leadership and coaching to meet service level targets, quality scores, and productivity goals.

Continuously identifying and implementing improvements to enhance team productivity, service quality, and operational efficiency. Ensuring all reporting and data logs are accurate, up to date, and effectively maintained. Monitoring contact drivers and working collaboratively with the Customer Service Management and Warehouse Operations teams to ensure action is taken to minimise cost/contact and maximise opportunities. Provide regular and accurate performance updates and outlining clear plans for improvement. Managing ticket distribution and real-time team performance, including accuracy, attendance, and productivity. Supporting individual development by identifying growth opportunities and expanding responsibilities. Taking ownership and accountability of SLA and KPI targets, proactively driving solutions for change and improvement. Reviewing and refining processes regularly to ensure optimal team performance and implementing changes for improvement. Staying hands-on with operational detail to support high quality and performance throughout the team. Participating in meetings and contributing to wider process improvement initiatives. Leading tasks from start to finish, ensuring timely and thorough completion.

About You

We're looking for someone who's:

Passionate about the business success, including the satisfaction and retention of customers. A great communicator, with the ability to collaborate effectively across different teams. Exceptionally organised, with the ability to prioritise tasks in line with business needs. Naturally analytical with confidence in interpreting and reporting data, identifying trends, and recommending actions. A great leader, with the ability to influence and encourage a supportive and collaborative environment. An effective problem solver, encouraging initiative to resolve queries to a high standard. Has exceptional attention to detail, identifying areas for improvement and maintaining high standards across the team. Willing to adapt to change and support other areas, dependant on business needs.

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

Application question(s):

What are your salary expectations?
Work Location: In person