Customer Care Team Leader

Vacancy Information

We have a fantastic opportunity to join the Customer Care team at Greggs as a Customer Care Advisor.

We can offer you:

• Competitive pay
• 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own-produced products
• Paid breaks
• Free hot drinks while on a shift break
• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge
• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

What you'll do

As a Customer Care Team Leader, you will:

• Lead, motivate, and mentor a team of advisors to achieve individual and team targets.
• Monitor and assess team performance and development through regular feedback and coaching,
• Handle escalated customer inquiries and complaints, ensuring excellent customer resolution that are in line with brand values. 
• Conduct regular training sessions and team meetings to keep the team updated on business activity and best practices.
• Drive high team engagement 
• Support with work-force planning, recruitment and training as required

• Our Customer Care team are available for customer contact via phone, email, social and through our website between 7am-7pm Monday-Friday, 8am-5pm Saturday-Sunday – therefore it’s important that you’re available to work within these times

About you

You will fit right into this role if you can demonstrate:

• The ability to lead and motivate people in order to achieve great results

• A passion for and a track record in delivering the Best Customer Service

• Great attention to detail whilst working at pace and the ability to work under pressure

• Excellent written and verbal communication skills

• Computer literate – with good knowledge of Excel, Word and PowerPoint

• The ability to deliver creative solutions to problem solving

• IT skills including Microsoft 365; SharePoint, Word, Excel, Outlook, PowerPoint, and Teams

• Previous experience of complaints resolution is desirable

• Enjoying being part of a hard-working team, sharing the same end goal, and celebrating results together

• Are supportive of an inclusive culture – recognising and valuing that difference is good

• Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.