Job Description

To deliver a top-notch customer experience you'll:

• Motivate the team to respond to email tickets and live chats, answering customer queries brilliantly and efficiently. Be passionate about achieving our SLA's and meeting customer expectations
• Be super alert to when our phones ring, helping the team to answer customer calls within just a few seconds
• Be proactive in developing the team to have every caller at hello and exceed their expectations with your charm and helpfulness.
• Maintain the Loaf image to the highest standard by priding yourself on great syntax, spelling and grammar across the team's email replies
• Champion the team to speak and write about our products and brand with confidence and passion, help them master knowledge of our Loafy wares and develop their ability to recall unique selling points.
• Nurture our team to aid our customers with their decision-making, provide honest opinions and styling advice, encourage them to use active listening and personalized questions to get to know their customers
• Look for opportunities to encourage the team to suggest additional products to complement the choices our customers make so their homes become true havens to kick back and relax in
• Champion our customer's best interests, pop yourself in their shoes in every instance and understand their needs so you can best fulfil this. And keep an ear out for opportunities to surprise and delight.
• Pioneer change so we maximize on opportunities to improve our customer experience.
• Go the extra mile for our customers, anticipating their next question before they've even asked it and go above and beyond whenever there is an opportunity to do so
• Oversee the processing of sales orders and card payments efficiently and accurately to ensure every order goes through smoothly from the moment it's placed through to delivery and beyond
• Ensure the team leave detailed notes against our customer's orders so our fellow Loafers can easily work out what is happening if they need to speak to the same customer
• Take the lead on a day to day basis by delegating roles, tasks, responsibilities and breaks to our Chatterboxes, ensure our swatches wing their way to our customers accurately and in a timely manner.
• In the event any of our customers are unhappy, take pride in turning the situation round for them.
• Keenly review our KPI's, understand what's working and take action to improve performance where necessary, produce reports and commentary which reflect on our performance.
• Manager our rotas so we have the optimal number of Loafers to meet demand.

By leading by example you'll:

• Be an ambassador for the brand, taking pride in representing Loaf and support us with our mission to help people lead happier, more relaxed lives
• Work to the highest possible standards for your customers and expect the same of your fellow Loafers
• Work like a pro, always being on time, showing positivity and kindness towards your colleagues and helping to keep the work environment clean and tidy
• Commit yourself to becoming a student of our brand, our products, processes, systems and our customer experience ethos so you can be the very best Loafer you be
• Uphold our Cor! Values and adhere to the Loaf Sales Policy

By being a team player you'll:

• Build a great rapport with other teams across the business who will support you in getting the things done that will enable you to deliver a top customer experience. Work with and within these teams as required.
• Challenge yourself and your fellow Loafers to constantly analyze the experience we deliver and discuss ways we can do things better
• Recruit brilliant new people when required and facilitate great inductions and ongoing training so they can thrive.
• Be a total brand advocate, ensure your team feels passion and enthusiasm for Loaf and build a culture of Loafers committed to our Cor Values.
• Commit yourself to managing, training and developing your reports, use regular one to one's and annual reviews to honestly feedback, grow and motivate them.

In return you can expect a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people.

Required Knowledge, Skills, and Abilities

Proven previous experience working within a customer-facing role. Top-notch communication skills - both verbal and written - with a high attention to detail and a strong grasp of grammar, punctuation and syntax. A great listener with emotional intelligence and a natural ability to connect with people of all walks of life. Leadership, feedback and motivational skills. Highly motivated, not settling for anything but the best. A quick learner with bundles of common sense. Super organized with an ability to stay calm when the pressure dials up a bit. The ability to work independently, show initiative and be accountable. A fusspot about attention to detail and organization. A great team player with the ability to promote and help build a positive work environment. Flexible and adaptable with the availability to work shifts and muck in when needed. Obsessed about interiors and the Loaf brand. An all-round good egg who brings good vibes and energy to work each and every day. Previous sales experience, including working towards commercially set targets. An awareness of the local market and Loaf's customer base. A creative type. The ability to identify areas for improvement and convey these effectively and positively to the team.