Vauxhall, London

Full-Time

Zapp is looking for high energy, personable and methodical individuals to elevate our customer care team. This role will be focused on delivering delight and providing an excellent service to all of Zapp’s customers.

As a Team Leader, you will support our agents during shifts to ensure we deliver a superior customer experience at all times. You will think creatively in a very fast moving operational environment, to go the extra mile for our customers and help us build a strong customer connection and the highest rates of customer happiness.

We provide a 24/7 service, which necessitates our customer care leadership to work during various hours throughout the day. Additionally, it is crucial for our Customer Care team to establish strong connections with other departments within the company and gain a comprehensive grasp of our operational processes. As a result, these positions are on-site roles and require employees to be present in the office according to their assigned shift schedules.

About Us

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Role and Responsibilities

• Lead our team of Customer Care Specialists on shift to deliver Zapp's customer obsession.
• Take ownership of shifts, aiming for 100% customer retention, delegating tasks to Specialists to deliver efficient and effective results.
• Be entrepreneurial, and look for ways we can make everything we do work even better for our customers and our colleagues.
• Be the face of Zapp for customers, engaging with them in a way that shows we really care about doing the right thing for each one of them.
• Decide within our guidelines the best problem fix for each individual customer who has/had a problem, and recommend new options if needed.
• Identify and resolve problems by analysing the root cause, proposing solutions for future interactions.
• Use our customer experience platform and other tools to apply solutions, and provide detailed information about customers and their issues for process improvements.
• Act as the voice of our customers, diligently providing essential feedback to all key stakeholders to further improve the experience we deliver to our customers.
• Identify and create key processes with a methodical and entrepreneurial approach, always looking out for ways to improve the service we provide to our customers.
• Proactively resolve customer facing escalations with a high level of customer obsession, ensuring Zapp's leadership principles and refined tone of voice are reflected in all customer interactions.
• Onboard new hires and look after their training needs, continue supporting the team by conducting a verification of skills programme to establish all team members have the necessary skills required for their role.
• Conduct regular one to ones and coaching/refresher training modules with Specialists to support their development.
• Methodically review the team’s KPIs, proactively performance managing Specialists by providing detailed evaluations from coaching interactions and quality assurance monitoring of Specialists work.
• Look after the team’s wellbeing and attendance, being proactive in raising any flags with the senior leadership and People team.
• Assessing team performance and providing feedback to employees.
• Analysing the Customer Care processes and systems to optimise the Specialists’ workload, aiming at creating a seamless customer experience and scalable policies.
• Share best practices within the Customer Care team and wider company, to help improve our customer experience.

About You

• Prior experience as a customer service supervisor or similar in a fast-paced and high-output environment.
• Prior experience leading a home and office based customer service team is beneficial.
• Prior experience with Zendesk.
• Prior people management experience leading teams of 10+.
• Available for shift work (variety of shifts from morning shifts to night shifts and week-ends).
• Ability to use multiple systems and multitask in a fast-paced environment.
• Fast learner and have good time management skills.
• Self-motivated, with a strong sense of responsibility.
• Motivated to delight customers, and do the right thing for them.
• Empathy for customers, and desire to find the best way to solve their issues.
• A team player, who will dig in to help their colleagues be successful.
• Open to seeing and recommending better ways of serving customers, in  customer experience.
• Entrepreneurial to take initiative and reach out to the wider Zapp organisation when a customer concern requires further investigation.