Customer Service Team Leader

  • Up to £21,000 per annum (depending on experience)
  • Sittingbourne, Kent
  • The Knitting Network

We are looking for a Team Leader for our customer service team at The Knitting Network, the UK’s fastest growing dedicated online knitting and crochet store.

With responsibility for leading a small and friendly team, the ideal candidate will have proven customer service experience and a genuine enthusiasm for people and delivering great service. They will also have strong communication skills and fully buy-into our ethos of creating a positive shopping experience that means our customers will return again and again.

The role will include the following key duties:

- Lead and oversee the day-to-day functions of the customer service team, communicating requirements clearly and precisely with all team members.

- Oversee, collate and report on weekly customer service performance targets

- Liaise directly with the warehouse and marketing teams to ensure operational requirements are met and communicated in a smooth and timely manner.

- Directly support customers by phone and email, resolving & responding quickly to queries, processing orders/card payments, exchanges, replacements, returns and order cancellations.

- Help to implement and support relevant policies and procedures for the customer services team as required.

- Ensure that the highest standard of customer care is maintained at all times

The ideal candidate is:

- Friendly, knowledgeable and self-motivated

- Naturally able to engage with people and a good communicator

- A problem solver that will take each task to completion

- A keen crafter (knitting or crochet experience a distinct advantage)

- Self-motivated and able to work well as part of a busy team

- A multi-tasker, juggling time and priorities effectively

- Able to use basic computer packages efficiently and effectively

Location and hours:

- We are based in a bright and modern office in Sittingbourne

- Full time, part time and flexible working applicants considered

What you get:

- Competitive salary

- A fun and friendly environment

- Health insurance and pension (subject to probationary period)

- Staff discount

- 20 days holiday, increasing by one day for each year served, to a maximum of 25 days

  • Advertiser: Direct Employer