Client Support Team Leader

As a Team Leader in Client Support, you'll be right at the heart of how we deliver brilliant service every day. You'll guide, support and motivate a team of advisors who look after our admin, email and telephone workflows - making sure everything is accurate, efficient and delivered with the AO sparkle.,

• Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts.
• Coaching advisors through regular 1:1s, performance reviews and ongoing development conversations.
• Creating a motivated, high-performing team environment where people feel valued, supported and clear on expectations.
• Ensuring full process compliance so all work is consistent, efficient and customer-ready.
• Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently.
• Embedding a culture where ownership, quality and SLA performance matter every day.
  
  An experienced people leader who enjoys coaching, developing and motivating others.
• Be confident managing performance, attendance and conduct in a fair, consistent and supportive way.
• Comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them.
• You are organised and confident juggling priorities, workloads and deadlines.
• Maintain strong knowledge of systems, tools and processes so you can confidently support your team.
• You're motivated by continuous improvement and helping your team grow in confidence, accuracy and productivity.
  
  We're big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They're our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.
But we're more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK's most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it's the exact same for our AOers too. We truly believe it's more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it's about more than just a CV, it's about what makes you, YOU.

£33,000 per Year Permanent,
• Salary: £33,000.00 per annum
• Hours: 37.5 hours per week
• Shift Pattern: 5 days out of 7
• Start/Finish time: 9.00am-5.00pm
• AO Plc, Latchford Building, Weston Road, Crewe, Cheshire, CW1 6GH
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• Takes just 2 minutes to complete!AO is for everyone! We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work. We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do. We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations. And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we're doing at AO to encourage diversity as an employer. Read more How will we use the data? After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve. The data collated won't have any impact on your application and is not shared with hiring managers or the recruitment team.