Customer Service Team Lead

Who you are

A highly motivated, enthusiastic and natural team leader you strive to motivate and inspire a team to delivering world class customer service. Solution focused you lead by example and coach your team to proactively respond to queries and feedback from customers. You are friendly, approachable and passionate about exceeding customer expectations. This position is based in our Warehouse in NW10. 


What you will be doing

  • An ambassador for the Cult Beauty brand, demonstrating passion and commitment in all aspects of the role.
  • Lead Customer Service Advisors to achieve department KPIs and respond to queries within customer promise and  SLAs.
  • Effectively plan schedules for the team ensuring adequate resource is available for contact volumes across all channels.
  • Handle on the spot customer escalations in a calm, measured and empathetic manner, taking ownership through to resolution as required.
  • Thoroughly investigate complex customer cases, partnering with other departments where necessary and seeking solution focused outcomes.
  • Escalate technical errors or negative customer experiences to ensure minimal impact to other customers.
  • Analyse and interpret information from systems and reports to effectively manager and delegate both individual and team-work.
  • Through daily team huddles and email briefs, provide Customer Service Team with key marketing messages, promotional activity and trade information they need to be aware of.
  • Partner with other Customer Service Team Leads to communicate to the wider business ticket response time, key queries, team priorities and any other relevant business.
  • Commit to self-development and specialist knowledge of all Standard Operating Procedures to enable the delivery of a seamless and consistent customer experience.
  • Ensure that your team attend all relevant training sessions and are committed to their self-development.
  • Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team


Must haves

  • Passion and ambition to lead a team who deliver a world class customer experience.
  • Demonstrable experience providing specialist and supervisory support within an online contact centre or retail environment.
  • Demonstrate the ability to become a subject matter expert in customer solutions systems, processes and policies ensuring you can provide first line support to advisor where necessary.
  • Strong problem-solving capability - flexible and adaptable with the ability to empathise with custom-ers and take initiative to provide resolutions.
  • Thick skin! Resilience to deal with distressed, difficult or angry customers at times.
  • Ability to multi-task and deal with multiple projects simultaneously and with confidence.
  • Fluent English language skills, articulate with good spelling and grammar able to communicate via email, chat, telephone and face-to-face.


Please note: to be considered for this position, you must have prior experience working in a contact customer service environment. Applications without this experience will not be considered. 

Key Skills

  • Detail orientated
  • Highly organised
  • Reliable and consistent
  • Collaborative team player
  • Experience using Microsoft packages


Customer Service operates Monday – Sunday on a shift pattern.You will be required to work some evening shifts and on a weekend rotation.


Cult Beauty is an equal opportunities employer, comitted to hiring and developing the best talent. Hiring decisions are made solely on the basis of qualifications, skills or experience and as they relate to the particular role.