Customer Service Team Leader
About Oh Polly:
Founded in 2015, Oh Polly creates high-quality, innovative designs that are trend-driven, meeting our customers’ needs in an ever-evolving market without compromising on our global responsibility and ethical values. Our business model is social first, centred around our industry-leading Instagram and Facebook accounts.
2020 saw the launch of Bo+Tee, Oh Polly’s much-loved gym and activewear brand, followed by the launch of Neena Swim in 2021, focusing solely on stylish swimwear. Fast forward to 2024 and we now have a combined following of over 10 million across the brands, selling products in almost every single country around the world.
Operating internationally across key sites Glasgow, Wirral, London and LA, the business has grown to 400 employees. As we continue to expand our global presence, we are looking for talented, driven and ambitious individuals to join the Oh Polly team! Here, you can expect an environment to flourish, develop and take your career to the next level.
About the role:
Do you have the skills and experience to lead our dynamic customer service team? Can you inspire and drive a team to success, embody our values, and ensure the customer is at the heart of everything we do?
As a Customer Service Team Leader, you’ll lead a hybrid team ensuring that they are supported and empowered to deliver world-class customer service across multiple platforms. Fostering a culture of excellence by ensuring that each team member has the skills, empathy, passion, and drive needed to support our customers.
You will role model our values and spearhead innovation, continuous improvement, and drive change with the ability to adapt in a fast pace environment.
Responsibilities include:
- Leading a customer service team and shifts ensuring SLAs and KPIs are met.
- Developing team members by driving best practices, communicating team goals, and performance management.
- Identifying improvement opportunities with a keen eye for analytics.
- Driving continuous improvement throughout customer service.
- Being the point of contact for any questions/issues
- Inputting, quantifying, and checking the accuracy of data for stakeholder reports.
- Leading performance/probation reviews
- Working with the QA to identify knowledge/performance gaps, implementing and leading development plans where necessary.
- Be the escalation point for customer complaints.
Requirements:
- Full understanding of Customer Service and how its performance impacts the business.
- Confidence in leading a customer service/social team.
- Experience in continuous improvement.
- Experience dealing with customer complaints.
- Ability to understand each agent’s strengths and weaknesses and manage accordingly.
- Ability to spot talent within the team and develop and mentor individuals.
- Ability to communicate effectively and efficiently with all departments.
- A passion for Customer Service.
- Professional, reliable, and understanding of confidentiality.
- Experience in change management.
- Experience in managing a hybrid team across multiple platforms.
Hours:
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38 hours 7 AM – 9 PM - Some Weekends are required.
What’s on Offer?
- Salary - From £30-32k
- 50% discount on all Oh Polly products
- An extra day of for your birthday
- Corporate gym membership (Subject to tax)
- Cycle to work scheme.
- Learning and development opportunities
- Company pension
- Company social events
This Company is an equal opportunities employer
Oh Polly job positions are open to all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.
- Department
- Customer Service
- Locations
- Wirral
- Remote status
- Hybrid Remote
Wirral
Some of Our Perks & Benefits
-
Competitive Salary
We review our salaries regularly
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Enhanced Holiday Entitlement
You deserve a break after all your hard work
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Your Birthday Off
To celebrate being you
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50% Discount on Company Products
By far our most popular benefit
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Flexible Working Options
We want to make it work for you
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Enhanced Company Pension
Your future is important
-
Corporate Gym Membership
Helping to keep you healthy in body and mind
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Enhanced Maternity/Paternity Leave
Extra help for your most precious time
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Personal Development Plan
We prioritise developing our people
-
Cycle to Work Scheme
Its good for you and your environment
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Company Sick Pay
To help when you are not 100%
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Bright Modern Open Plan Offices
They really are lovely places to work
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Employee Assistance Programme
Supporting physical and mental health
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Employee Rewards Platform
To say thank you and give recognition
Workplace, Culture & Diversity
Our culture is diverse, creative and collaborative. Our teams are committed, ambitious and hard working. We offer an environment to flourish, develop and take your career to the next level.
All of our clothes are designed in the U.K and we are passionate about nurturing fresh and upcoming talent within the fashion industry – whether this is through working with the latest bloggers or spotting the next marketing guru in the making!
We work with hundreds of women across the world, with 70% of global senior management positions in the UK and LA being held by women – a striking contrast to the majority of fashion brands globally. Furthermore, there is no gender pay gap among workers in the same roles, regardless of where they are based around the world.
We are currently experiencing phenomenal growth and there are many opportunities to join our fun and dynamic teams across the globe. Click on our current vacancies or contact our recruitment team, they would love to hear from you!
About Oh Polly
Customer Service Team Leader
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