Customer Care Team Lead

Competitive salary
08 Nov 2018
11 Nov 2018
Retail and Sales
Contract Type
Full Time
Our Customer Care team are at the heart of our business and the first port of call for our customers. Whether they’re looking for advice on the perfect piece, or seeking to help with a delivery that’s gone wrong, you’ll be the face (and voice) of Swoon to each and every enquiry we receive – over the phone, email and on social media.

In the Customer Care Team Lead role, you’ll not just manage and resolve customer enquiries but also play a pivotal role in helping to design innovative solutions to prevent them, working with all areas of our business.

Reporting to the Customer Care Manager, you’ll be managing a growing team, digging into customer data and identifying opportunities to improve the systems and processes that drive truly great customer experiences.


* Day to day operational and performance management of the Customer Care team against agreed KPIs and SLAs
* Resolving and managing the volume of customer issues and complaints, including timely follow-ups and customer escalations when needed
* Providing timely and regular reporting on all appropriate elements of the team performance and customer contacts
* Overseeing current Care processes and suggesting improvements when necessary.
* Communicating any tech requests/ bugs to the HOC that will improve care efficiency and the customer experience.
* Assisting the Customer Care Manager with the recruitment and training of new hires, identifying any knowledge gaps
* Organising the team - ensuring rotas, annual leave, training and coaching are all planned in advance
* Leading effective performance management of the team and ongoing skills development, through 121s, weekly team meetings and training sessions
* Learning about (and selling!) our Editions


* Experience managing at least 5 direct reports in a contact centre environment
* A natural leader with a passion for brilliant customer service and possess a positive can- do attitude
* Experience with using Zendesk would be beneficial but not necessary
* You understand and can demonstrate how to manage and motivate a team of care advisers to deliver a next level of customer service and ensure they have the skills and confidence to take ownership of every customer interaction
* Exceptional verbal and written communication skills
* Results focused with the ability to identify route of a problem and how to solve
* An analytical thinker with the ability to work independently using your own initiative
* Understand how to analyse and interpret customer data and reports, as well as to present and summarise findings

Please note you will be required to work some weekends and be flexible with shift work from 8am-9pm

Competitive salary
Share options programme
Wellbeing allowance
Pension scheme
Private medical cover
Perkbox voucher/discount platform
Your birthday as an additional day off
Increasing holiday allowance with tenure
Friends & family discount

About Swoon
Established in 2012, and backed by Index Ventures (Deliveroo, Dropbox) and Octopus Investments (Zoopla, Secret Escapes), we’re on a mission to be a global online interiors brand; making homes remarkable through distinctive design, beautiful craft and fair prices.

Swoon is an advocate for people who believe that home is a sanctuary and has the power to physically affect our health and happiness. Our customers are stylish and savvy professionals who are time-poor but thought-rich; they demand the best out of life.

We call them Hip & Humble, the obsessive creators of homes that constantly evolve with ideas that are as unique as their owners.

Swoon’s business model helps to fulfil the interior desires of the Hip & Humble. Our Fast & Responsive Design Process enables us to launch new designs every day, initially in a small batch. And our direct-to-consumer brand, without the traditional retail overheads, ensures our designs are not only distinctive but affordable too. We use real-time sales data to test demand very quickly and then scale production on only the most popular pieces.

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