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Customer Care Team Lead
Title: Customer Care Team Lead
Category: Wholesale / Reselling Sales
Job type: Permanent
Job status: Full Time
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Our Customer Care team are at the heart of our business and the first port of call for our customers. Whether they’re looking for advice on the perfect piece, or seeking to help with a delivery that’s gone wrong, you’ll be the face (and voice) of Swoon to each and every enquiry we receive – over the phone, email and on social media.

In the Customer Care Team Lead role, you’ll not just manage and resolve customer enquiries but also play a pivotal role in helping to design innovative solutions to prevent them, working with all areas of our business.

Reporting to the Customer Care Manager, you’ll be managing a growing team, digging into customer data and identifying opportunities to improve the systems and processes that drive truly great customer experiences.


Day to day operational and performance management of the Customer Care team against agreed KPIs and SLAs Resolving and managing the volume of customer issues and complaints, including timely follow-ups and customer escalations when needed Providing timely and regular reporting on all appropriate elements of the team performance and customer contacts Overseeing current Care processes and suggesting improvements when necessary. Communicating any tech requests/ bugs to the Customer Care Manager that will improve care efficiency and the customer experience. Assisting the Customer Care Manager with the recruitment and training of new hires, identifying any knowledge gaps Organising the team - ensuring rotas, annual leave, training and coaching are all planned in advance Leading effective performance management of the team and ongoing skills development, through 121s, weekly team meetings and training sessions Learning about (and selling!) our Editions Requirements

Experience of people management A natural leader with a passion for brilliant customer service and possess a positive can- do attitude Experience with using Zendesk is necessary You understand and can demonstrate how to manage and motivate a team of care advisers to deliver a next level of customer service and ensure they have the skills and confidence to take ownership of every customer interaction Exceptional verbal and written communication skills Results focused with the ability to identify route of a problem and how to solve An analytical thinker with the ability to work independently using your own initiative Understand how to analyse and interpret customer data and reports, as well as to present and summarise findings *Please note you will be required to work some weekends and be flexible with shift work from 8am-6pm Benefits

Competitive salary Share options programme Wellbeing allowance Pension scheme Private medical cover Perkbox voucher/discount platform Your birthday as an additional day off Increasing holiday allowance with tenure Friends & family discount About Swoon

Established in 2012, and backed by Index Ventures (Deliveroo, Dropbox) and Octopus Investments (Zoopla, Secret Escapes), we’re on a mission to make design-led furniture affordable, globally. Why? Because our homes play a massive role in our health and happiness. And that stuff matters.

There are loads of great, innovative digital brands out there. But, under the bonnet, they’re really not that different to the traditional retail model.

Well, we are. Our whole business is run on technology and we use it to solve these three problems. No more guesswork (tech helps us design our winners). No more stock-piling (tech predicts demand). No failure (tech eliminates breakdown in our supply chain and achieves true cost optimisation).

We are the fastest-growing business in our space. We have had five incredible years and now we need to set the foundations for the next three. The pace is fast, expectations are high and resources are always constrained. We need people who can carve their own path and even work with others to show us the way.

What you will get from us is a whole heap of people who want to help you succeed. People who are passionate about seeing our business thrive. People who want to share what they know and what they’ve learned with you. You’ll get the chance to work on projects that are reshaping the landscape.

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