Customer Services Team Leader

Customer Services Team Leader

Salary: £20,000 Plus Benefits

Location: Andover Head Office

Start Date: ASAP

Duration: Permanent

Be part of the Orvis team…

With 160 years heritage, Orvis is a US brand which aims to inspire a connection to the outdoor world, offering products which appeal both to avid country sports enthusiasts and those who simply love an outdoor lifestyle. The business is largely driven by apparel sales through retail stores, ecommerce and catalogue channels, but our brand heritage comes from fly fishing.

About the Customer Services Team Leader role:

Reporting to the Customer Services Manager the main duties will include the daily supervision of task prioritisation, ensuring call flow out is kept to a minimum and productivity levels are maintained. Provide a single point of contact for customers calling Orvis, offering advice and positive solutions to ensure the company commitment to 100% customer satisfaction is delivered through the department on a daily basis.

The ideal Customer Services Team Leader

The successful candidate would be expected to demonstrate excellent communication skills to enable them to liaise with customers and other internal/external parties over the phone, email and through written correspondence. They would be expected to be a self-starter, team player and capable of operating in a small team within a busy environment. A clear focus on maintaining Orvis' reputation for delivering first class customer service is essential. A high standard of attention to detail is paramount in this role which spans a wide variety of processes and customer requests.

Customer Services Team Leader Responsibilities:

• Organise, prioritise and delegate day-to-day task within the team

• Act as first escalation for team queries

• Ensure sufficient, phone, email, chat and administrative cover throughout the day

• Complete team productivity reports

• Work as part of the Customer Services team taking orders, answering emails/chat and achieve upsell opportunities

• Provide support in the absence of the Customer Services Manager

• Support the development of the Customer Services team

• Ensure communications, refunds, queries and complaints are completed within agreed departmental timescales

Experience

• AS400/iSeries experience
• Computer literate
• Customer Service NVQ 2/3 desirable

Salary/Benefits

£20,000 per annum plus three time life assurance, pension, childcare vouchers, 25 days holiday plus bank holidays, staff discount, free car parking and use of Orvis fishing beats in Hampshire.

Hours/Location

Working full time, the position is located in Andover, Hampshire.

If you feel you have the necessary skills and experience to carry out this role then apply today for the chance of an early interview