Our Company
Wattbike is an exciting brand with a big future, and we’re looking for a Customer Services Team Leader to help deliver our ambitious growth plans!
Wattbike is used by the biggest sports teams and athletes across the Premier League, NFL, national rugby teams and more, as well as thousands of everyday athletes at home.
Leading a small team responsible for the frontline contact between Wattbike and it’s DTCamp; B2B customers providing excellent customer service through sales support and account co-ordination and development, ensuring the customer has an expert point of contact specific to their needs.
This is a permanent full time role with the expectation of working 3-4 days per week at our offices at Wilford near Nottingham.
Requirements
- Day to day management, support and training of the Customer Services Team.
- KPI implementation, reporting, delivery and circulation around the business
- Identify root causes where KPI targets are not achieved and implement actions to continuously improve.
- Ensure the team is providing excellent customer service and service support across all channels.
- Schedule team output amp; assigning daily work tasks to mitigate against business disruptions.
- Zendesk/3CX management; organise and identify incoming communications to ensure SLA’s are adhered to.
- Ensuring procedures amp; processes are followed amp; suggesting process and documentation improvements to the Quality Management System.
- Work cross functionally to support and proactively provide a high level of customer service for all B2C customers.
- Primary contact for all B2C escalations including complaints returns and refunds.
- Production and maintenance of ‘how to’ documents (Wattbook).
- Highlighting the recruitment needs in the team and execute the onboarding process for new recruits.
- Progress chats, 1:1’s and performance management.
- To lead and work on projects to improve Customer Service operations and customer experience related initiatives.
- Provide support to the team via telephone and live chat when required
- Account co-ordination and development
- Key National Office contact for Customer, Buying, Sales and Supply Chain teams.
- Develop account specific expertise through close working relationships.
- Drive Best Practise through, expert account coverage and account file maintenance.
Skills knowledge and experience
- Excellent written and verbal communication skills amp; the ability to effectively communicate
- Ability to prioritise, delegate, solve problems, plan, amp; resolve issues quickly
- Ability to effectively communicate with a number of different internal departments.
- Experience of managing a team preferably in Customer Services or a customer facing role.
- Use of Customer Services management tools desirable
- Excellent IT skills/Microsoft Office
Benefits
- A Wattbike for your home
- Perkbox offering monthly perks and discounts
- A relaxed culture that supports a hybrid work blend
- Support for personal progression
- 26 days holiday each year, plus bank holidays
- Pension and life insurance
- A staff discount on accessories
- Regular staff socials
- Cycling clubs for the casual rider and racing enthusiast
- Onsite training zone
- A communal workspace designed for collaboration with your Wattbiker colleagues