Customer Service Team Leader - Call Centre

The Hut Group

Lindon, UT, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/06/2021
  • Website:
  • Company Address: Voyager House, Chicago Avenue, Manchester, M90 3DQ

About The Hut Group

THG has grown from a start-up business to a global digital commerce group, fast becoming one of the world’s leading beauty and wellbeing online retail organisations.

Job Description

THG Culture:

The Hut Group is one of the fastest growing online retailers on the planet. We’re an ideas-led tech company that’s always had a desire to break out of conventions. Ambition that has established us as a leader in the Beauty and Wellness spaces, and now we’re going beyond. Our culture is fast-paced and risk-taking, we like to move twice as fast as any normal person thinks is reasonable. Over a decade of building and growing brands in the Beauty and Wellness sectors, across over 140 markets. We specialise in creating brilliant digital brand experiences with our unique end-to-end approach to ecommerce, our THG Ingenuity enables brands to grow at scale while driving unrivalled value and continuous performance.

Our culture celebrates original thinkers, tech pioneers and skilled technologists. Our global success relies on more than 7,000 people and the fusion of skills, talent and ambition they bring from all around the world. Be supported by our in-house THG Medical & Wellbeing teams to keep you at your best.

We want you to reach your potential and we’ll do everything we can to help you get there. We’ll give you the freedom to manage your own professional development as well as the tools, advice and support you need to succeed. As a global powerhouse, pushing limits, breaking boundaries and making an impact is the norm. At THG, you’ll be part of this and more.

Role Summary:

The role of the Team Leader is to support a key team and the department by working together to meet and exceed target SLA’s. This means closely monitoring the performance and conduct of all advisors, providing guidance, instruction and support to all members of the department, whilst continuously promoting and driving excellence.

What will I be doing?

 Managing and monitoring all CS channels efficiency and performance

 Assist with rollout of new sites and set up on the call & chat system

 General LiveEngage reporting and console management

 Assisting with completing outstanding contacts and calls where needed

 Meeting SLA’s and targets set across Customer Service

 Workflow management hourly contact stats sent to staff

 Monitoring the live performance report and recognising when to reallocate staff to the correct teams

 Ensuring the staff meet expectations

 Updating performance and bonus trackers daily

 Monthly staff appraisals, and escalating performance issues

 Directly support the NVQ scheme and assist learners with monthly tasks / plans

 Daily outstanding reports and duplicated contacts report delegated to members of the department

 Daily pending reports delegated to members of the department / followed up with members of Loss Prevention

 Working alongside managers with recruitment requirements

 Working alongside the training team to coach and support staff plus monitor and improve quality scores

 Driving first time resolution, ensuring that email contacts are allocated to the correct advisors with the correct status.

 Helping to resolve escalated contacts and showing advisors how to find the answers on the CS help page

 Meeting direct job specific targets set by Assistant Manager / Manager

 Completing any adhoc reporting including start and end of day report


 Previous experience within a customer service role

 Successfully passed probation

 Excellent people skills

 Ability to work rotating shifts & occasional weekends

 Excellent understanding of department SLA’s

 Confidence and ability to effectively handle difficult members of the team

 Demonstrate maturity in dealing and resolving conflict

 Ability to recognise poor performance and to make suitable suggestions for improvements

 Proactive and able to complete tasks within specified timescale

 Professional, positive and proactive attitude

 Lead by example

 Good understanding of HR and employee policies

 Excellent time management


    Full-time employees are eligible for insurance (including health, dental, vision, life, disability and AD&D), PTO and holidays
    Easy going and comfortable work environment
    Many opportunities to advance in the company
    Employee discounts
    On-site gym
    On-site kitchen
    Product training with high end brand representatives
    Free product from our brand partners

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.