Customer Service Team Leader

Farrow & Ball - Customer Service Team Leader - Tri State, USA We have an exciting opportunity for a Customer Service Team Leader to join our team based in the Tri State region, with regular opportunities to connect with colleagues in the New York region. This position is a permanent, full time role. Farrow & Ball is a luxury British lifestyle brand that prides itself in creating richly pigmented paint and handcrafted wallpaper, using print methods dating back 300 years and the finest quality ingredients. The unique Farrow & Ball look transforms modern and traditional homes, large and small, inside and out. Established in Dorset in 1946, we have grown over the last 80years and now proudly have 60 showrooms worldwide with a global network of stockists. The key to our success is the people behind the paint: from the team handcrafting each tin to showroom staff to support functions, our shared passion ensures customers have a positive, engaging experience at every stage of their journey with us. As a Team Manager within our Customer Service team you will, along with your peers be responsible for the day to day running of the department, ensuring timely responses are provided to all customers, across phone, email and live chat in line with our grade of service measures. In addition, you will be expected to engage in and support the business in delivering its strategic plan. What we expect from you Key Responsibilities Provide ongoing management support to the team to ensure they are fully engaged and kept informed of departmental and business performance Utilise available systems to drive grade of service performance across all channels and ensure customer experience Review performance against KPI’s and ensuring objectives set are driving the right behaviours and values whilst meeting the needs of the business. Co-ordinate multi-skilling to improve service consistency, prevent key person dependencies and over reliance on key individuals. Conduct monthly 1:1s to ensure you are aware of individual performance against our performance related pay policy, focusing on individual’s personal development Carry out regular coaching and mentoring sessions to identify individual needs and ensure quality targets are met, shared and any improvement plans are implemented where required Build a broad understanding of the business in order to promote confidence within own dept and wider business Work with your peer group to ensure sufficient cover in times of absence without any compromise to service Consider tactical and strategic needs of the organisation to satisfy business as usual whilst constantly looking for improvement. Point of contact for customer escalations Represent CS in cross functional business projects as required Recruitment of the right people for the roles, representing the brand values Ensure comprehensive onboarding is carried out to promote retention Key Attributes Proven, successful management experience in leading, motivating and developing a cross-functional team Empathetic and considerate management approach to ensure team wellbeing Knowledge of contact centre technology to manage team workloads, with ability to be able to run and analyse reporting Proactive approach with the confidence to constructively challenge Demonstrable customer centric approach with proven ability to drive a sales through service ethos Clear and engaging communicator with ability to adapt style Ability to work in a high paced environment and to multitask Lead by example with a determination and drive for results The ability to work independently or as part of a team to achieve departmental and business goals What you can expect from us A competitive base salary, reviewed annually based on individual performance Eligible for aperformance-based bonus scheme 15days PTO increasing with tenure, plus floating holidays 401Kscheme matched by F&B Generous staff discount on F&B products Employee Assistance Program with 24/7 support Company Sick Pay Healthcare, Dental & Vision At Farrow & Ball we are committed to encouraging equality, diversity and inclusion among our people, with an aim to be truly representative of all sections of society and our customers. Applicants will be considered for employment based only on skills/experience and never based off of race, age, disability, religion, sexual orientation, gender identity or family status, including pregnancy. #J-18808-Ljbffr Farrow & Ball