Customer Care Team Leader

Date posted:
Company: VF Corporation
Location: Nottingham (England), N/A
Job Type: Full-Time

VF Corporation is looking for an outstanding Customer Care Team Leader to join our Team in Nottingham.

VF is a global apparel company connecting people to the lifestyles they cherish through our family of iconic brands. At the heart of our journey lies our purpose: We power movements of sustainable and active lifestyles for the betterment of people and our planet. This is our purpose. It's the reason we come to work every day. Our purpose unites us and leads us to pursue our goals, together. This is our calling.

Let's talk about the role!

Our Customer Care Team Leaders are passionate about our brands and focus the team on delivering a unique brand experience to our customers. They ensure the customer is central to our service delivery and that team’s KPIs and SLAs are consistently achieved, driving a high quality and high-performance culture.

Taking a people first approach, our Team Leaders provide inspirational leadership to drive performance achievements and ensure each individual is supported and developed to their potential.

How You Will Make a Difference:

  • Train, coach, direct and develop direct reports, to ensure processes are adhered to and personal and team objectives are achieved.

  • Demonstrate effective leadership to drive high morale, engagement and commitment within your team, supporting individuals to realize their full potential.

  • Ensure internal and external escalations and complaints are managed and resolved quickly and efficiently, and that operational risks, issues, and incidents are escalated in a timely manner

  • Proactively identify opportunities to drive process improvements positively impacting the customer experience.

  • Contribute to projects to ensure successful implementation and operational onboarding

  • Key day to day liaison with brands eCommerce teams, legal and central functions to resolve issues, customer queries and complaints

  • Ensure the team consistently deliver high quality standards, personalising communications to fit the customer’s individual style and brand’s values

  • Ensure legislations, regulations and policies are complied with at that any non-compliance is escalated to the line manager.

  • Drive a people first approach in alignment with VF organisational purpose and guiding principles in partnership with the functional leadership team.

Skills for Success

You will be a collaborative team player with a demonstrated ability to lead, motivate and inspire with a passion for coaching and developing highly motivated teams:

  • Previous experience in a fast paced, B2C customer care environment, preferably within retail ecommerce.

  • Excellent verbal and written communication skills with the ability to adapt communication to suit varied audiences and to influence and manage different levels of stakeholders.

  • Ability to prioritize, meet deadlines, and thrive in a dynamic working environment

  • Proficiency with Microsoft Word, PowerPoint, and Excel along with a proven ability to learn new software programs

  • English written and spoken at business standard. Other language skills would be desirable but not essential.

What's in it For You

We're in the business of unleashing human potential, driven by the ideas, energy and commitment of our people. That's why we offer comprehensive benefits that encourage mental, physical and financial well-being for all VF associates. When it comes to benefits, we're the total package.

  • A supportive feedback-based culture where respect and integrity guide us in what we do

  • Hybrid/flexible work

  • An inclusive international environment where people of diverse backgrounds, lifestyles and nationalities love working together

  • 50% employee discount on all VF brands both in store and online

  • Subsidised canteen and break out areas offering complimentary hot drinks

  • Health Shield membership and access to numerous health and wellbeing initiatives

  • 25 days holiday (plus bank holidays) rising to 29 with length of service and your birthday off

  • 12% contributory smart pension scheme (8% on us, 4% from you)

  • Free secure onsite parking and discounts with local public transport

Free to Be, Inclusion & Diversity

As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, allowing them to bring their authentic selves to work every day.

As an equal opportunity and affirmative action employer, VF is committed to support disadvantaged groups whilst providing equal opportunities for both VF associates and applicants alike.

We have one question…are you in?