Support Team Lead - Samsung KX
Samsung Kings Cross, London
Samsung KX - London – Support /
Full-Time /
On-site
We are looking for a skilled, people- and service focused Team Lead to join our Support team at Samsung KX.
Samsung KX was launched, in collaboration with Stellar Global, in 2019. Based in Kings Cross, London, Samsung KX is their impressive flagship European brand experience space and Stellar is responsible for managing and developing its exceptional people. Designed to give guests the ultimate immersive brand experience, Samsung KX is a place where people are invited to discover, interact with and learn new skills in a dynamic environment through a range of workshops, events and performances together with local community partners.
What will you be doing as Support Team Lead:
- Inspire the team to deliver a seamless repair service and outstanding customer care by leading by example
- Support the Assistant Support Manager on leading the team to achieve their KPIs as well as training
- Support daily supervision of the Support Team to ensure the team delivers exceptional customer service.
- Monitor daily attendance in the absence of the manager and report any issues.
- Support team members to ensure they complete key aspects of their role
- Identify areas of improvement for team members and create a plan of action.
- Manage and prioritise queue schedules and walk-in customers. Determine warranty status and insurance options and communicate findings to customers.
- Outline their options and advise them accordingly depending on their needs.
- Following up with customers after their experience, ensuring that their repair has been completed and continues to work, providing a gold-standard of customer care.
- Schedule regular check-ins and performance reviews with the team to implement performance and personal progression plan with a focus on smart goals.
- Deal with any concerns or issues arising among the team in a timely manner,
- Adhering to the company HR procedure and minimising risks to the business
- Support the CX Trainer in overseeing the new starters training process and implement different learning interventions, including shift shadowing, to ensure technicians meet the required standards.
- Conduct briefings ensuring implementation of new procedures and reporting on the department’s performance.
- Participate in staff engagement and keep up to date with company communications and promotions through the KXi App.
Who are we looking for:
- A smart, effective team leader, able to inspire enthusiasm among your team with a positive, “can-do” approach, with a good technical knowledge
- Solid interpersonal skills that enhance business development.
- Coaching and mentoring skills to promote high performance and take appropriate action where the performance does not meet the company standards.
- Considers excellence a fundamental priority and can maintain high standards despite pressing deadlines.
- A loyal team player with good communication skills who can work collaboratively as part of a diverse and energetic team.
- Calm and friendly and able to create a friendly and inviting environment for customers, even during periods of high pressure.
- Previous leadership experience can be considered as an advantage
What we offer:
- Samsung work phone and laptop
- Discount at Samsung members only website
- 21 days annual leave + Bank Holidays (29 in total + 1 extra day following the completion of 1 year of service)
- Private Health cash plan via Medicash Pension Scheme
- Great staff benefits
If you are interested in joining the team, please apply now.
