Customer Service Team Leader

Customer Service Team Leader - Stewarts Christchurch

Are you a natural leader who thrives on delivering exceptional customer service? Do you enjoy motivating a team, setting high standards, and creating a welcoming environment where both customers and colleagues feel valued? If so, we'd love to hear from you.

We are passionate about creating an exceptional shopping experience for every customer who visits our garden centre. From inspiring gardening ideas and quality products to friendly advice and outstanding service, we take pride in helping our customers enjoy their homes and gardens. Our success is built on dedicated, knowledgeable teams who are committed to delivering excellence every day.

About the Role:

As Customer Service Team Leader at our Christchurch Garden Centre, you will play a pivotal role in enhancing the customer experience by leading a dedicated team of Retail Assistants. You will be responsible for the smooth running of the cash office, tills and customer service desk, ensuring that every customer interaction is positive, professional and efficient.

This is a hands on leadership role where you will work closely with colleagues across the business, oversee daily operations, support and develop your team, and help drive excellent customer service standards throughout the centre.

Responsibilities:

• Manage the smooth running of the customer service desk, ensuring efficient handling of transactions, enquiries, returns and complaints while maintaining a welcoming environment.
• Oversee the smooth and efficient operation of cash office processes, maintaining a close working relationship with Head Office to ensure accurate transfer of financial data, including takings, petty cash and gift cards.
• Authorise and process invoices accurately and efficiently.
• Liaise with Departmental Heads and the Buying Team, highlighting and resolving any discrepancies relating to pricing or promotions.
• Recruit, train, mentor and motivate team members to deliver exceptional customer service.
• Create and manage staff rotas in line with budgets and operational requirements.
• Identify and manage performance and attendance issues in a timely and professional manner.
• Identify opportunities to improve service levels and support sales growth.
• Drive the highest possible standards of customer service across the centre.
• Prioritise tasks effectively to meet deadlines and operational demands.
• Ensure adequate supplies of packaging, consumables, gift cards and wrapping materials are maintained throughout the year and in line with seasonal requirements.
• Maintain fixtures, fittings, equipment and materials relevant to the department.
• Adhere to all health and safety, security and company procedures.
• Ensure all areas are organised, maintained and presented to the highest standards.
• Support and contribute to the successful delivery of centre events and promotions.
• Act as a Duty Manager and key holder when required.

What You'll Need:

• Previous customer service experience, with at least one year in a supervisory or team leader role.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with customers and colleagues.
• Strong leadership skills with the ability to motivate, coach and inspire a team.
• A proactive and solution focused approach to problem solving.
• Confidence handling customer enquiries, complaints and difficult situations professionally.
• Flexibility to adapt to changing priorities in a fast paced retail environment.
• Availability to work flexible hours, including alternate weekends and peak trading periods.

Nice to Have:

• Experience working within a garden centre, retail or hospitality environment.
• Previous cash office or financial administration experience.
• Experience managing rotas, recruitment and employee performance.
• Knowledge of EPOS systems and retail operations.
• First aid or health and safety training.

What It's like working at Stewarts:

• Supportive, close knit team.
• A family run business with strong values and heritage.
• An opportunity to make a real impact on both the customer journey and the success of the centre.
• Be part of a business that values personal development and supports its people to grow and succeed.
• Generous staff discount in garden centres and cafés.
• Free on site parking.
• Additional day off to celebrate your birthday!
• Opportunities to attend seasonal events.

The Practical Details:

Contract Type: Permanent - Full time (40 hours per week including alternate weekends)

Reports to: Centre Manager

Closing Date: Friday 26th June