At Loaf we make insanely comfy sofas, beds and homewares that help people lead more comfortable lives. Founded in 2008, Loaf has steadily grown each year to become one of the leading premium furniture and homeware brands in the UK. We now have 11 Shacks (stores to everyone else!), with more on the way. It's an exciting time to join an ambitious business.

The Job

• Undertake compulsory training and refreshers as required
• Offer day-to-day guidance, coaching and support to the team including holding 1:1's
• Monthly payroll submission
• Support agents with sales queries, orders and orders amendments
• Full knowledge of our systems and processes, including delivery failures, returns, exchanges and repairs
• Own and manage escalations including taking over difficult calls
• Review systems and processes and make recommendations for improvements to enhance the quality of the customer experience
• Manage the day-to-day planning of CX, i.e. headcount, breaks, task allocation
• Carry out floor walks throughout the day to offer support and advice to agents
• Monitor and collate information on common trends, e.g. product quality issues, and raise these with the Call Centre Manager
• Monitor volumes and take action where necessary
• Work with your team to ensure all customer enquiries are resolved within SLA

*This is not an exhaustive list and is, of course, subject to the addition of
any other reasonable request.

We're looking for

• Previous experience at management / team leader level within customer service, ideally within a retail call centre environment (experience of working within a premium brand would be amazing!) – somewhere where you’ve been used to dealing with customer queries
• First-class communication and listening skills and the ability to adapt to individual customers and ultimately win them over. There’s no script here!
• The ability to work independently and show initiative
• Excellent attention to detail
• Resilience
• A patient and calm approach with the ability to de-escalate complaints
• Target-driven with the ability to multitask
• A problem solver, able to read and understand a situation quickly in order to pick up escalations
• Previous experience of coaching behaviours
• Proven people management skills with the ability to manage different personalities

And what about you? You’ll need to be warm, friendly, curious, and able to provide the knowledgeable, professional experience we offer all of our lovely Loaf customers.

Some of our benefits:

• 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
• Enhanced family leave policy
• Staff and friends and family discount scheme
• Healthcare cash plan
• EAP programme
• Shopping discounts
• Cycle to work scheme
• Half a day for Christmas shopping
• Life Assurance - 4 times annual salary

What's it like working at Loaf?

We are a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we're always striving for better, more efficient ways to deliver to the highest standard.

As a business, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.

We'd love you to join us on our journey.