We have an exciting opportunity for a Customer Contact Centre Team Leader to join the UK’s largest specialist wine retailer!
Who are we?
Majestic is the UK’s largest specialist wine retailer, operating a network of over 200 stores nationwide. Founded in 1980, the company recently passed back into private ownership following the acquisition of Fortress Investment Group and has undergone an ambitious transformation and turnaround programme. The results of which are now being seen, with record market share growth, a new and improved product range, a new website and six new stores - with a pipeline for future expansion over the next five years. With no minimum purchase, the Majestic range includes over 1,100 different wines, spirits and beers both online and in-store. Majestic’s key strength is over 1,000 WSET-trained colleagues offering knowledgeable, friendly service across all channels.
The Role
At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team. As a Customer Service Team Leader, your role is to lead your team of 10 advisors to deliver best in class customer experiences with each interaction. As an inspiring coach, you seek out opportunities and work with your team to continually develop them. Along with your peers, you support the day-to-day success of the department, ensuring we are delivering against all KPI’s.
Key Responsibilities:
Responsible for inspiring, motivating and coaching your team to deliver against all performance metrics including CSAT, quality and productivity
Using performance data to identify opportunities for improvement and creating action plans to improve the customer experience
Managing the day-to-day running of the contact centre and all KPI’s
Ensuring we have the right resource on all tasks to maintain customer SLA’s, i.e. effective queue management
Communicating clearly and effectively with your team and stakeholders across the business. Ensuring all messages have landed
Leading engaging and inspiring meetings with your team
Focusing on the continual development of yourself and your team. Supporting your team to reach their career goals
Completing quality assessments and identifying learning points for each individual and the collective team
Identifying contact trends and creating solutions to enhance the customer experience
Being a point of escalation for complex queries, supporting with customer escalations when required
Supporting in incident management when required
Knowledge & Skills Required:
Experience leading a team in a Customer Service environment
A passion for providing best in class customer service and inspiring your team to do the same
Excellent written and verbal communication skills with the ability to flex your approach for different individuals
Experience coaching a team to deliver against performance metrics, including CSAT, quality and productivity
Experience in leading performance reviews against a set of objectives
Demonstrated success delivering performance improvements across your team
Able to adapt to changing situations and effectively support your team through change
A proactive attitude - always looking for opportunities to enhance the experience of our customers and our teams
Excellent organisational and time management skills
Experience in managing HR issues effectively
Flexibility to work shifts, including weekends
What's in it for you:
A competitive salary & performance related bonus
Up to 20% Staff Discount
29 days holiday, including public and bank holidays and we also have a Holiday Purchase Scheme
Life Assurance (Worth 2 times your annual salary)
A contributory Company Pension Plan
Career development opportunities - we are passionate about nurturing our internal talent, offering career progression supported by our excellent in-house training schemes!
Fantastic incentives that take you around the world to explore our different vineyards.
Free parking on site with electric charging points
Access to Retail Trust which includes: Retail Rewards including Instant savings with discounted e-vouchers, discounted reloadable shopping cards, gift vouchers and gift cards, Discounts of up to 30%, Access to free counselling and support phone line
Company maternity, paternity and adoption leave after 26 weeks
Long service rewards.
Company sick pay scheme
Job Specifics:
Contract Type: Permanent
Location: Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office
***We look forward to receiving your application! ***Together we are Majestic! #TWAM
On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview.
No Agencies Please - We thank you for your interest in working with Majestic Wine, however, we have a PSL who will be supporting us if needed. We will not pay fees or acknowledge any CV's supplied to Majestic Wine unless you have been briefed on the role by a member of our Talent Team.