Job Description

Rohan is one of the leading outdoor clothing brands in the UK with over 50 retail stores across the country. Our content is curated to express the detail and technology that goes into our products, that are suitable for outdoor and city adventures alike, it is then shared with new and existing customers through multi-channel activity.

If you love helping people and have a passion for providing first class customer service then read on. You would be working within our busy customer service team in lovely offices in Kiln Farm in Milton Keynes, it\'s a great place to work, with free parking just outside.

No shift work or weekends, it\'s Monday to Friday, 9am - 5pm, no cold calling or hard sales, we are all about providing the most engaging service to our customers.

Who are we looking for?

We are looking for a Customer Service Team Leader to play a vital role in the delivery of the brand experience, to maximise sales and profit by ensuring the highest level of service to all our customers. You will have strong communication skills, problem solving, organisational, and delegation skills. You will help and support colleagues by working collaboratively to ensure that we are delivering the best possible service to each individual customer.

You will have the following qualities:

• The minimum of 1 year Customer Service experience
• Proven ability to lead a successful team
• Exceptional customer service skills
• A passion to train and support team members to improve standards and skills
• Excellent organisational skills
• Attention to detail
• Active listening
• Effective verbal and written communication skills
• Effective prioritisation, delegation, and time management
• Innovative mindset
• Act as a brand ambassador, driving the brand position
• Actively seeks cost effective solutions

About the role

Main duties

• Focus on weekly objectives and sales budgets.
• Training of new people and existing team members.
• Help motivate, engage, and manage the team
• Manage workloads and delegate tasks
• Resolve service and product related issues
• Investigate and resolve customer complaints
• Measure and report service levels
• Test new systems and procedures
• Attend cross departmental meetings
• Promote brand knowledge and passion
• Ensure compliance to process and procedure
• Provide cover in absence of your Line Manager
• Carry out additional tasks and projects as directed by your Line Manager

What\'s in it for you?

We offer a competitive compensation package as well as;

• 23 days annual leave per year, plus Bank Holidays
• Access to in-house e-learning modules
• Clothing allowance
• 50% discount on our clothing
• Staff sales
• Contributions to a Pension scheme
• Life cover based on salary
• Employee Assistance Scheme

About the company

Founded in North Yorkshire in 1972, with our first shop opening in Long Preston in 1983, Rohan\'s world-class clothing has seen our customers through countless adventures over the last fifty years.

Technology is inherent to Rohan clothing. All our range is designed to make your journey, no matter how big or small, easier and more comfortable. Explore our current range to discover more.

Having won the Which? Award for Customer Service in the last 3 years we are keen to maintain this standard that is recognised by our customers.

We make clothing that delights our customers and delivers on our promise.

Rohan