531 jobs in Fife

Your New Company

Established in 1888, and still in family ownership, Fife Country (the retail arm of Hoggs of Fife Ltd) is a longstanding retailer of its own branded clothing and footwear, based in Cupar, Fife. Our customers expect and receive exceptional product knowledge and customer service, from our customer service team, and we are seeking an experienced Customer Service Team Leader to manage, lead and develop the existing team.

Your New Role:

• Responsible for motivating and managing a team of between 4 and 10 (depending on the season) customer service advisors and 1 supervisor, you will drive your team to success by increasing revenue and profits whilst providing an exceptional level of customer service
• Responsible for the effective and accurate order management process for telephone orders, website orders and postal orders
• Managing customer enquiries, complaints, returns and any other essential customer service tasks
• Leading by example, answering calls, order processing etc
• Problem solving eg advising the team of alternatives where stockouts occur
• Positive people management, which will include rostering, coaching and supporting your team
• Responsible for managing the daily, weekly and monthly tasks such as, back-order management, staff rotas, banking, time sheets etc
• Identify improvements to processes to enhance the customer service journey and control costs
• Keep informed of what is selling well and identify upselling and cross selling opportunities in order to maximise revenue
• Build strong relationships and create a positive working environment
• Being able to adapt to working under pressure due to seasonal periods
• Liaise with other areas of the business as and when required
• There are various shift patterns including Saturday and Sunday

What you will need to succeed:

You will be an experienced Administrator and Customer Service Advisor/Leader with at least 3 years’ experience in a similar role. You will have a passion for delivering excellent customer service and be confident working in a fast-paced environment handling a high volume of calls. Experience in complaints handling and processing sales orders is also essential.

• Ability to work as part of a team
• A recognised qualification in customer service or equivalent experience
• Management experience including staff coaching and development
• The ability to deal with challenging situations using tact and diplomacy
• Good competency in the use of IT including Sales Processing Systems, Microsoft Office (Word, Excel, Outlook etc)
• Experience of converting tentative enquiries into confirmed sales
• Senior Retail environment experience (Retail Team leader/Retail Manager/Retail Customer Service Manager)
• Excellent telephone sales skills with a desire to improve the customer experience
• Customer service administration experience
• Experience of handling telephone and web orders payments over the phone with confidence and due diligence
• Experience of identifying and improving administration/telephone handling processes
• Excellent verbal and written communications skills with a good eye for detail
• Fraud management skills
• Proactive attitude, with an ability to anticipate potential customer service issues, with a view to prevention
• Experience of upselling and cross-selling

How do I Apply?

If you believe that you meet the above requirements and would like to be considered for this role, we would love to hear from you. Please submit a covering letter and a copy of your up to date CV by 16th May 2025.

• Your covering letter should state your current salary and outline why you are interested in applying for the role and how you feel your experience meets the criteria above. Please note your cover letter will also be reviewed as part of the selection process.