Customer Care Trainer

About us

Club L London is the next-generation online fashion retailer for the forward-thinking consumer. Founded in 2007 Club L was created with the vision of offering long lasting luxury styles, trend-oriented collections with a twist and unique, statement designs that offer both exceptional quality and fit in an otherwise saturated market of fast fashion and throw away goods. Expertly designed and crafted in-house, Club L specialises in accessible luxury, unique designs and unrivalled quality made to flatter every figure.

We manufacture everything in house and abroad and so apart from fit, quality and design it’s imperative that we source and manufacture in an ethical and environmentally friendly way. At Club L our team are like family so ensure all our staff are paid fairly and have full access to company benefits. We are also working hard to ensure that we are environmentally conscious throughout the production process. We now ship 85% of all goods by sea and have reduced packaging by 60% since 2019.

We are passionate about nurturing upcoming talent within the fashion industry whether it be design and development, marketing and PR, digital tech, creative, social or customer services within a diverse and collaborative environment. Our team is dedicated, ambitious and hard-working and with a prestigious portfolio of global partners and a rapidly growing e-commerce team, there are numerous opportunities to join Club L’s influential team and take your career to the next level. This position is perfect for anyone looking to get into the fashion industry and progress further.

Responsibilities

• Induction and training of new starters in all aspects of the advisor role.
• Work closely with management team to identify learning and development needs.
• Identify training and development needs through Quality Assurance, C-SAT, call quality data & appraisal feedback.
• Undertake additional tasks, duties and responsibilities as required by Senior Management Team.
• Assess and monitor learning transfer to determine efficiency of training sessions.
• Create coaching culture in the organisation.
• Contribute to decision making in process changes.
• Responsible for the updates of the process manual for the customer care team.
• Delivering refresher training sessions to existing team members.
• Lead, support and represent the team in the absence of the Team Lead.
• Have a flexible approach to work to meet various deadline.

Requirements

• Have experience in Customer Service with retail & fashion E-commerce or similar (min. 2 years)
• Ability to handle multiple tasks & prioritise workloads.
• Is obsessed with detail and takes care with their work.
• Strong presentation skills and the ability to influence and develop individuals at all levels.
• Process improvement / solution focused.
• Experience of running new starter inductions
• Great listener & empathetic
• Strong communicator
• Professional approach
• Reliable, motivated & organised
• Problem solving with a view to provide resolutions.
• Computer literate & ability to operate multiple systems effectively.
• Adaptive learning style
  

What's on offer?

• Competitive salary
• 25 days of annual leave with an extra day of leave for your birthday, exclusive of bank holidays
• Flexible working hours around core hours of 10-4
• Early Finish Fridays
• Cycle to work scheme
• 40% staff discount
• Healthcare Cashplan
• Free onsite gym
• AbleFutures
• Annual bonus scheme
• Social events
• Free snacks, drinks & treats