Role overview:
Web Operations Team Leader
Dublin
Currys, Dublin Support Centre - Omni Park
Permanent
Full Time
Grade 3
Salary EUR28,080.00 per annum.
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
Our Web Team Leader is responsible for ensuring first class experience for our customer from when they place their order online to parcel delivery and after care support. Our Team Leader plays a central role in running our web stores. So, in our KPI-driven environment, you’ll get to put your business acumen and motivational skills to the test on a daily basis – to achieve amazing things and enhance your abilities every step of the way.
The key will be to create the kind of culture where people love what they do, are passionate about their customers, and always work together to do the right thing. This is an opportunity to join a fun, fast-paced, analytical and driven team who are contributing to the continued growth of our business.
Role overview:
As part of this role, you'll be responsible for:
-Be responsible for online order processing - Owning and delivering a fantastic experience for our customers and ensuring all orders are processed by the team inside SLA. You will own the customer order fulfilment roadmap from start to finish including training material, returns and exchanges, customer refunds, order tracking and parcels lost in transit and account reconciliation.
-Customer service – lead the team to deliver outstanding customer service and you with the rest of your team will put the customer first, always.
-Team Supervision – play an integral role in the supervision and development of the Web Ops department. Support the eCommerce Manager in the management of the performance of the team.
-Work closely with eCommerce, Commercial, Marketing, Logistics & Fraud Teams i.e. deep understanding of product mix, new product launches, end of line products and special offers.
-Work closely with 3rd party agencies i.e. web platform providers to ensure any site functionality errors or order fulfilment system errors are reported and resolved rapidly.
-Operation Team Analysis & Reporting – managing operation reports and share insights with all stakeholders and drive change and identify areas of improvements and opportunity.
You will need:
-Experience within a contact centre environment
-Experience in managing a team
-Experience working in a retail environment
-Results orientated and problem-solving skills
-Excellent communication skills both verbally and written
-Proven coaching skills – lead by example and be focused with a can-do positive attitude
-Excellent decision-making skills
-Advanced influencing skills across a wide range of levels
-Advanced Microsoft Excel skills
-Highly resilient and resourceful in nature, with advanced ability to adapt swiftly in a fast-moving environment
Why join us:
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application Apply # and we'll do our best to help.
