Customer Care Team Leader

The Bread Factory

LondonCompetitiveFull time

Who are we?

The Bread Factory is a Food Manufacturing bakery that makes deliciously crafted bread, cakes, and pastries. We are proud to craft products for our GAIL’s bakeries, neighborhood grocery stores, restaurants, and more!

As our teams grow, we look for our next Customer Care Team Leader.

Every day is different at The Bread Factory, but here are some of the things you will be doing:

  • Manage and assign day-to-day tasks for Customer Care Advisors
  • Act as an escalation point for Customer Care Advisors
  • Track and manage advisor performance and KPIs daily
  • Report any dashboard issues to the Training and Quality Lead
  • Effectively manage HR-related issues (such as performance, absence, and conduct), using a consistent and fair approach, liaising with the people team where necessary
  • Work closely with the Training and Quality Team Lead to provide feedback for the advisors and identify training needs
  • Work cross-functionally with other teams to resolve customer issues and improve efficiency and quality
  • Lead by example, always demonstrating ‘role model’ behavior

Here are some key areas we think you can impact in this role:

  • Conduct weekly 1-2-1’s and provide regular feedback to advisors with SMART actions
  • Lead and coach the team to provide ‘best in class’ customer care in every customer interaction and ensure KPI’s are being met
  • Present a weekly report to the Customer Care Manager which includes an overview of the team’s performance along with the key successes and challenges
  • Facilitate weekly/monthly team meetings with engaging content
  • Cascade key information and updates to the team
  • Communicate clearly and concisely, tailoring messages appropriately
  • Use data to identify areas for improvement and feed this back to the relevant stakeholders
  • Carry out regular checks on calls, emails, and messages and provide regular feedback to the team

Our team tells us you will be a great addition if you…

  • Previous experience in a similar role
  • Excellent customer care skills, demonstrating a can-do attitude
  • Excellent time management skills and is organized and reliable.
  • Excellent communication skills (written and verbal)
  • Ability to work under pressure and prioritize tasks
  • Adaptable to change
  • Ability to motivate and engage the team
  • Ability to adapt coaching style to the individual
  • Empathetic and patient with a passion for helping others
  • Experience working on calls, emails, and messaging
  • Experience in people management

What’s in it for you?

  • Free products on the job.
  • Family-friendly policies such as enhanced maternity and paternity pay, and grandparents leave.
  • 50% off GAIL’s discount card and 40% off at The Bread Factory & The Flour Station Markets. As well as access to our benefits platform.
  • 25 days holiday excluding bank holidays.
  • 3 months career break with your job waiting for you when you return.
  • Wellbeing benefits include 24-hour GP service, parties, Cycle to work schemes, and more…

We understand that flexibility can improve productivity to help you balance your career with your commitments and interests outside of work. Please let us know if you have a suggestion of how we can make this role work for you.

We believe job descriptions are your daily to-do lists, and that’s why our job adverts are a little bit about us and why we would like you to choose us. If you are successful at our pre-screening stage, we can provide you with the full job description.