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
Requirements
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
Benefits
Full-time employees are eligible for insurance (including health, dental, vision, life, disability and AD&D), PTO and holidays
401(k)
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
