Social Community & Customer Care Team Leader - 12 month Maternity Cover

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech - all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the brand is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this success and help drive our limitless ambitions.

About the role

We currently have an opportunity within the customer service department for a Team Lead position. The Team Leader will organize the team's daily operations, oversee customer service workload and lead by example through demonstrating Charlotte Tilbury values.

Please note, this is a 12-month maternity cover.

As a Social Community & Customer Care Team Leader you will:

• Set daily goals and motivate the team to achieve these goals. Re-align goals during several check-ins throughout the day to track advisor performance.
• Foster a results-driven environment leveraging agent strengths & using gamification techniques to meet & exceed department targets.
• Challenge ways of working to improve overall CSAT scores/Trust Pilot scores, one touch responses and reduce response times, queue times and resolution times across all channels.
• Maintain a high level of service awareness by acting as a point of contact for advisors. Assist with system-related queries and provide guidance on ticket/live chat/WhatsApp and social handling.
• Conduct monthly 1-2-1s and provide real-time and constructive feedback to ensure their continued development.
• Monitor and evaluate agent quality of tickets, chats and social cases to ensure agents are meeting pre-defined quality criteria, ensuring coaching and training is provided as a result of any gaps in knowledge.
• Determine areas of improvement to overall customer experience, providing regular updates of issues through agent and customer feedback.
• Act as a confident third point of escalation for customer complaints.
• Flag any unusual incident or recurrent issue that would negatively impact the customer experience to internal departments or external business partners such as the distribution centers and payment providers. Follow up on existing issues consistently until resolution is reached.
• Monitor productivity ensuring the team are consistently hitting KPI targets.
• Be confident with difficult conversations/performance reviews, working individually with team members to coach and encourage consistency and a higher level of performance.

Who you will work with:

• You will report into the UK Manager of Customer Service with the management of all UK/ROW customer contacts and the performance of 4+ advisors.

Customer Care team culture:

We win together as a team, supporting and developing each other through our careers. We embrace the challenge and work in an incredibly fast-paced environment with high expectations set by the business, shaking it up with our creative lead, Charlotte Tilbury as we revolutionise the beauty industry. We love what we do, and we support each other while we share the magic with the world.

About you:

• Sincere, patient, resilient, adaptable and extremely positive attitude.
• A data-driven, detail-oriented problem solver.
• Must have strong computer literacy and be passionate about systems.
• Excellent people skills backed up with excellent verbal and written skills.
• Must have experience giving developmental feedback and be comfortable with 1 on 1 coaching.
• Passionate about service, act as customer advocate and make decisions based on the customer experience.
• Previous experience within a digital e-Commerce business is strongly preferred.
• Previous beauty industry experience and knowledge of our product offering is a plus.
• Previous experience of leading a team of 10+ agents.

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a global are key. Even though we have requirements, our experience and background are just a guide; we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated.

Why join us?

• Be a part of this values-driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves.
• We're a hybrid model with flexibility, allowing you to work how best suits you.
• 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday.
• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.
• Financial security and planning with our pension and life assurance for all.
• Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues.
• Bring your furry friend to work with you on our allocated dog friendly days and spaces.
• And not to forget our generous product discount and gifting!

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!