• Customer Experience Team Leader - Night Team

    Location UK-London
    Posted Date 2 weeks ago(03/10/2018 10:44)
    Job ID
    # of Openings
    Store Name
    AllSaints Studios East London – London
    Customer Experience

    We are a Global 24/7 Customer Experience Team who manage the AllSaints customer journey through all communication channels in our East London contact centre. Our ambition is to inspire, drive vision and style to our all our customers through providing our expert knowledge and luxury solutions. We are brand ambassadors and aim to deliver a consistent experience that exceeds their expectations.  We are a global team with language specialists who provide a tailored service to our customers in 15 languages.

    Reporting to the Global Customer Experience Manager and managing a global multilingual night team, your role as a Night Team Leader is to provide leadership across all channels by guiding the Night Team to ensure all our customers receive luxury service and solutions within service level agreement. You will have responsibility of managing Customer Experience operations during the night, ensuring that the pace and Brand direction from the day team is mirrored in the night. You will nurture and develop a talented and confident team and ensure the department maintains service levels and exceeds targets.


    • Leading a night shift contact centre team to achieve service level and sales targets consistently. 
    • Working 4 x 10 hour shifts per week between the hours of 7pm - 9am on a rotational basis including weekends and bank holidays
    • Driving performance with pace, positivity and reactivity to business needs
    • Delivery of operational activities and team management
    • Personally handle serious complaints with confidence and luxury resolution
    • Cascading information from management meetings to the team
    • Liaising with internal departments to action case resolution and improvements
    • Liaising with external business partners such as courier partners and payment providers
    • Responsible for safety and security of staff and facilities out of  hours


    • Experience managing teams within a multi-channel contact centre environment. 
    • Ability to manage multiple channels such as email, social media, phone calls and live chat
    • Recent experience of working night shift hours. 
    • Ability to manage 20 team members with strong working knowledge of HR processes
    • Ability to lead and coach a high performing team to hit SLAs and productivity targets
    • Ability to work independently and confidently in an out of hours environment
    • Computer literacy and ability to learn new systems quickly
    • Excellent written and spoken communication skills including complete fluency in English
    • Ability to both follow direction from Senior management and work using your own initiative
    • Numerical and able to process complicated payment, currency and tax issues 




    Founded in 1994, AllSaints has built an international team that includes some of the best global creative talent, imbued with a winning combination of business and design thinking.


    The brand’s constant obsession is to deliver an immersive experience to our international customer base in a way that embraces each unique culture. AllSaints is proud of the fact that every aspect of the brand is curated in-house, from store design and construction to the East London based coding team, making AllSaints a truly agile business working with pace and integrity.


    We recruit the best digital creative innovators and design thinkers across the globe to spread the AllSaints message of integrity and sophistication. Our People are the ambassadors for our brand.

    We look for individuality, confidence and brand passion when we recruit. We seek talent with creative mindsets who are collaborative in their approach. Our brand ambassadors act with humility and treat those around them with respect. Obsessed with brand experience, we constantly strive to develop the brand and customer journey. By 2020, our aim is to lead the industry with best in class talent.


    Career development.  Your career matters to us and we will do what it takes to help you on your journey in life.  You’ll have to challenge yourself and your leadership.  The opportunities will be there.  You will need to know what to do to take them.


    In addition to this we offer competitive pay and benefits package that includes an amazing employee uniform allowance and discount.


    AllSaints is an Equal Opportunity employer.



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