• Customer Experience Team Leader - Day Team

    Location UK-London
    Posted Date 2 weeks ago(03/10/2018 10:45)
    Job ID
    # of Openings
    Store Name
    AllSaints Studios East London – London
    Customer Experience

    Reporting to the Global Assistant Manager, you will be working within a 24/7 365 multilingual, multichannel contact centre based in East London. You’re responsible for managing daily operations and ensuring the department reaches and maintains service levels and exceeds targets across all channels. This includes increasing Net Promoter and Customer Satisfaction scores, reaching sales targets, first response times and quality control; as well as resolving escalated customer cases with your senior touch.


    You will manage a team of  multilingual agents and will be responsible for their performance, development and HR administration.  The ideal candidate will be able to demonstrate a solid track record of managing customer service and sales teams for a luxury fashion brand. You will be a results-oriented leader with the proven ability to inspire sales as the result of outstanding service. You will also work cross-functionally with many departments within the AllSaints family including retail stores as well as business partners.


    • Daily resource organisation, workload allocation, HR administration, floor planning and adherence to schedule.
    • Delivering huddles daily, cascading information from management meetings to ensure team awareness of brand messages
    • Responsible for safety and security of team and facilities
    • Responsible for team development and training, including quality control, 100 day plans and performance management
    • Conducting on-the-spot coaching and mentoring based on personal observations
    • Handling customer escalations in a calm and measured manner, taking ownership through to resolution
    • Investigating complex customer cases and escalations thoroughly, liaising with other departments to resolve.
    • Maintaining a specialist understanding and knowledge of all brand policies and processes
    • Creating an environment to maximise team engagement, morale and motivation levels
    • Responsible for effective, consistent and fair performance management in line with brand HR policies.
    • Delivering effective attendance management to achieve a minimum 98% team attendance.
    • Providing input and recommendations on how to improve existing processes
    • Representing the Customer Experience department at cross-functional meetings as required
    • Building and maintaining internal and external relationships with key stakeholders and business partners
    • Using multiple platforms including case management systems, fulfilment systems, payment systems and payment gateways.


    Working Patterns:

    • Day Shift: Any 5 out of 7 days per week, 40 hours per week , 8 hours per day between 7am and 10pm
    • Night Shift: Any 4 out of 7 days per week, 40 hours per week, 10 hours per day between 7pm - 10am
    • Schedules are completed more than 4 weeks in advance
    • All team members are required to be fully flexible over weekends, evenings and public holidays, including festive period.


    • Minimum 1-2 years management experience of customer service and sales teams across multiple channels gained in an eCommerce environment with understanding of luxury service and customer expectations
    • Strong leadership and proven people management skills including team development, retention and performance
    • Excellent communication skills essential, preferably business fluency in 2nd language
    • Collaborative approach to teamwork, flexible working style and positive adaptability to change
    • A sustainable high level of energy, enthusiasm, solution-oriented with outstanding problem-solving skills
    • Excellent organisational, time-management and prioritisation skills with the ability to multitask
    • Excellent team player and ability to work independently
    • Ability to take ownership and supportive to both the team and senior management
    • Advanced computer skills in Microsoft and Google suite and experience in using multiple systems and platforms
    • Ability to learn quickly and retain important information with desire to excel and succeed personally and professionally




    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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