Sales & Customer Care Team Leader

Gousto ,
London, Greater London
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Job Description

About us Gousto is the UKs leading recipe box company delivering precise ingredients, delicious recipes and a dollop of adventure to thousands of homes across the UK. As one of Europes fastest growing independent companies, youll be part of an exciting, expanding team and trailblazing company. Food and tech is at the heart of what we do. Using industry-leading technology, weve connected over 6 million people to delicious food so far. By 2025 well have delivered 400 million delicious meals to dinner tables across the country... and were only just getting started. Join us and lets dream big and deliver bigger. Our Values Dream Be confident in your curiosity: think big, aim high and respectfully stand up for what you believe in. Deliver We look for effective answers that will have a real impact, take initiative to solve problems and have a healthy impatience for change. Care We care about our colleagues, customers and suppliers - they are key to our success - and about where our food comes from, the quality of our ingredients and our impact on the environment. Unbox possibility. Who you are A contact centre leader with team management experience in a sales/customer service environment. You will be responsible for facilitating both world class customer care and managing re-engagement campaigns for Goustos customer base to maximise customer retention; inspiring in-house teams to provide the very best customer experience. Playing a key role by managing and developing both our Customer Ambassador & Subject Matter Expert teams, you will be a forward thinker, always looking at innovative ways to drive team performance. The Team Leader role sits within the Customer Care Management Team. What youll do * Surprise and delight Goustos customers with world class customer care through managing both an outbound focused Ambassador team and an inbound Subject Matter Expert team * Improve contact centre efficiency and performance by focusing on the driving factors behind CSAT, productivity and cost per contact results * Drive performance by utilising team engagement strategies and goal setting to motivate team members * Continuously improve contact handling processes across telephone, email, chat and social media channels * Lead all contact centre staff, developing a culture that epitomises Goustos ownership principles * Conduct biweekly one to ones and coaching sessions with your team to mentor, up-skill and support your team to achieve excellent results for our customers * Support and initiate process, training and performance improvement initiatives * Utilise your teams to capture key customer insights in order to drive positive business change * Constantly revise processes and forecasts to ensure balance between outbound and inbound requirements are met * Use a data driven approach to identify and act upon opportunities to improve outbound campaigns * Manage call strategies to drive efficiencies * Drive retention by managing a range of marketing call/engagement campaigns, ensuring key success metrics are met * Work with internal stakeholders to ideate and launch new campaigns, ensuring high quality data sets are used * Present end of campaign reports to internal stakeholders * Compile end of month reporting for Finance * Work with Subject Matter Expert team to set clear goals ensuring individual projects are contributing towards key departmental objectives * Identify additional opportunities to utilise and share Subject Matter Expert team knowledge * Identify and support change projects, which align with the objectives of the company * Lead by example by handling contacts during peak times * Role model Goustos ownership principles at all times * Oversee a safe, clean and tidy working environment * Any other duties deemed necessary by the Gousto Management Team to contribute to the success of the company Requirements Your skills * A strong background in a sales or customer care/service environment * Great communication across various media platforms and collaborative stakeholder management skills * Proven experience in optimising contact centre and customer service performance * An experienced leader and coach who knows how to get the best out of people * Accustomed to managing multiple tasks against tight deadlines * Ability to provide leadership in a fast paced environment * An innovative and entrepreneurial approach with a passion to succeed and overcome all obstacles Extra skills wed love * Experience with Zendesk as a master administrator * Experience with outbound dialer software * Someone with experience within customer care in the food sector is advantageous but not essential. * Experience in contact centre forecasting, workforce management and capacity planning Benefits At Gousto we are constantly looking to evolve our benefits for our people. Employees at Gousto are the key ingredient to our success and growth! Our offices are ergonomically tested for comfort, noise levels and ensuring we have different spaces to

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