Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products to Britain’s homeowners and tradespeople. Over 8 million people visit our websites each year, and we’re on a mission to help create well-designed homes that look great, feel special, and positively impact people's everyday lives.
We’re almost 15 years old, and in that time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people. Our three websites - Drench, Tap Warehouse and Toasty - are growing from strength to strength, and we’re looking for a Customer Service Team Leader who will help us to continue our growth journey.
As one of our Customer Experience Team Leaders, you'll play a central role in guiding and supporting our diverse team, which includes members from Customer Services and Sales.
Your focus will be on providing hands-on problem-solving support and valuable advice to team members. With your friendly, can-do attitude and compassionate approach, you'll empower your team to excel in their roles and navigate challenges with confidence.
Whether it's coaching, guiding, or supporting customer services, sales etc. Your competent people management skills will ensure that everyone in the team thrives and delivers exceptional results.
What you’ll be doing:
- Boost team performance through effective management and motivational leadership, ensuring high levels of productivity and accountability via performance monitoring of individuals and the wider team.
- Collaborate with team members across the whole department to ensure seamless operations and effective resource distribution.
- Identify opportunities for process improvements to enhance service and operational efficiency.
- Drive and oversee a diverse team encompassing sales, customer service, and digital staff, fostering teamwork and alignment with company goals, including increasing revenue.
- Conduct team meetings, address HR requirements and provide coaching and development opportunities for team members.
- Engage team members in development plans targeting specific behaviours, skills, or knowledge.
- Actively contribute to maintaining a strong reputation on social media and review sites.
- Use benchmark tools, data metrics, and one-on-one sessions to ensure quality standards are met.
- Monitor team performance and report on key metrics to ensure SLAs are achieved.
- Providing cover when required, this may include duties such as Live Chat, Phone Lines and any other tasks carried out by team members.
- Handle any other ad hoc requests, jobs, or projects as assigned by the CX Manager, contributing to the overall objectives of the department and organisation.
What we can offer you:
- Flexible working hours — we work 40 hours per week, typically starting and finishing between 8 am and 6:30 pm Monday to Friday
- Generous annual leave
- All the tech you need + remote working budget for setting up your home office
- A fantastic office, or the flexibility to work at home
- A company-wide commitment to learning and development
- A friendly, customer-focused environment built on teamwork, collaboration, ownership, and transparency
- Team and company-wide social events
- No corporate dress code
Our Values
Our ten core values shape everything we do. These inform the foundations of our relationships with customers and each other, but they also shape how we measure and reward our colleagues' performance. Simply put, success is not about who you are or how loud you shout, but about the impact you make and what you do. We encourage doing rather than dreaming – if you have an idea, speak up, and we will listen! Everyone’s opinion matters, and any suggestions are welcome.
Our Diversity
We aim to foster a culture where individuals of all backgrounds feel confident bringing their whole selves to work, feel included, and have their talents nurtured, empowering them to contribute fully to our vision and goals.
Work is not a place; it is what you do…
We believe the future of work is about flexibility. Not everyone does their best work in an office, and not everyone wants to work exclusively from home. Our employees can work flexibly, either from home or in our office. To demonstrate our commitment to this, we have a fantastic Home Working Support Scheme! We want to ensure that those who do choose to work from home can still work in the best possible environment and are not left out of pocket.
In a nutshell, we offer:
A one-off allowance of £500 for you to set up your home office.