Customer Relations Team Leader

Hyperama Wholesale ,
Nottingham, Nottinghamshire
More Details
Job Type: Full-time

Overview

Customer Relations Team Leader Hours: Full time (will include weekend working). Salary: dependent on skills and experience. The Role: The Customer Relations Team leader is a key role within the Business. Delivering consistent customer service, ensuring every customer has a great shopping experience. And that the security of the store, customers and employees are at the heart of everything you do. This involves building customer relationships, dealing with customer escalations, ensuring Customer service is consistent and engaging with the team. This is a role model position where the behaviours of the Team Leader are to reflect the company values and inspire the team to deliver the best experience possible to our customers. Main Responsibilities: Be an ambassador for the company by engaging with customers to prevent or resolve customer issues and complaints, utilising their feedback to improve customer service and satisfaction. Build rapport with new and existing customers to drive sales. Provide a professional service to customers with a hands-on approach to support the team, such as operating tills, merchandising, stock rotation and any other duties as required by the Management team. Minimising stock loss for the business by monitoring customer and staff behaviours and dealing/reporting any theft/security issues. Ensuring that there is always sufficent staff cover on the checkouts. Conduct trolley/ invoice double checks and ensure door security control is adhered to. Ensure door checks, security trolley checks and bag checks are conducted only by supervisory level and above. Support the store with open and close procedures where necessary. Ensuring that there is always sufficient staff cover by organise check out colleagues including managing rotas, holidays and breaks. Monitor and deliver KPI’s for your area. Continuous improvement in service quality through team development. People management/coaching with team members. Monitoring all aspects of customer feedback and building a plan to address any areas of concerns. Proactively look at process improvements in the team. Demonstrate role model behaviour to the team through appearance, attitude and work ethic Any other duties as required by the management team. Qualifications, Skills and Experience required: Experience in retail/wholesale Experience of managing people Previous sales experience Excellent interpersonal, communication and relationship building skills Positively engage and motivate a team of people Proven ability to think outside the box to solve customer problems. Committed to delivering a great customer experience Juggle multiple priorities whilst providing excellent service Fully competent in the use of IT, literacy & numeracy Ability to prioritise workload and be flexible to meet changing demands Confidence in dealing with conflict situations Honesty, loyalty & integrity The Company: With a turnover of over £100m, Hyperama plc are one of the UK leading cash and carry stores and food service operators. From small beginnings in Nottingham in 1976, the company now operates from four depots across the Midlands. The Hyperama Group is a growing business and a dynamic place to work. We employ over 300 employees across the group, and our success is reliant on our staff feeling engaged, motivated and valued. We share a common goal of providing customer satisfaction as the group continues to expand and thrive in a variety of competitive markets. A range of benefits are available to the successful candidate, including: a full staff benefits scheme with retail discounts, discounted products and memberships. In addition there is also an employee assistance programme, staff discount in store, free uniform, and more

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