Customer Care Senior Team Leader

Are you looking for a Customer Services Team Leader role for an award winning manufacturing company? Then look no further!

Location: Lewes (just a convenient 17-minute walk from Lewes train station) Contract Type: Temporary Hourly rate: £17 per hour

The Role We are on the lookout for a dynamic and experienced Interim Customer Care Senior Team Leader to lead our exceptional Customer Care team during a period of paternity leave. This is a hands-on leadership role perfect for someone with a robust background in customer service and operational improvement, particularly in a fast-paced DTC or eCommerce environment.

What You'll Be Doing

Lead with Passion: Inspire and motivate the Customer Care team to deliver top-notch service across all channels-email, phone, live chat, and social media-while maintaining our impressive Net Promoter Score. Daily Operations Management: Oversee daily team activities, including order processing, query resolution, and returns, ensuring that service levels are consistently met or exceeded. Complex Problem Solving: Act as the senior contact for escalated customer issues, resolving them with empathy and clarity. Data-Driven Improvements: analyse customer feedback to identify trends and implement service enhancements. Collaboration is Key: Work closely with fulfilment and operations teams for seamless order handling and efficient issue resolution. Sup...