Customer Service Team Lead

Location: On-site at our Delta, BC Distribution Centre

Salary: $65,000 - $88,000

Actual compensation within the range will be based on experience
We also offer quarterly variable compensation package (bonus) + benefits

About Specsavers

Welcome to Specsavers - where we're not just about eyewear and eyecare, we're a purpose-driven organization committed to changing lives through better sight. Ranked as the 11th Best Workplace™ in Canada and 16th Best Workplace™ in the world by Great Place to Work®, we take pride in our optometrist-owned business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,700 healthcare businesses, passionately caring for more than 44 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That's why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we're here to make a real difference in the lives of our customers.

But that’s not all - we're also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you're passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.

What You’ll Do

Purpose of the role

The Customer Service Team Lead is responsible for supervising and guiding a team of customer service representatives to ensure high-quality service delivery. This role involves overseeing daily operations, coaching team members, handling escalations, and improving processes to enhance customer satisfaction. This role requires a high level of autonomy with a key focus on raising any customer concerns to the Customer Service Supervisor as and when they arise.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives, including conducting regular 1:1s and team meetings
• Provide guidance on escalated customer issues and ensure timely, effective resolutions
• Monitor team performance against KPIs such as response times, resolution rates, and customer satisfaction
• Train new hires and support ongoing skill development across the team
• Ensure quality standards through regular review of customer interactions and adherence to SOPs
• Oversee order placement, tracking, and updates across internal and third-party labs
• Process warranty claims, store error credits, and lab error credits according to Specsavers standards
• Proactively keep customers informed on the progress of their orders and any other related service issues they may have.
• Communicate via email or calls with stores using templates to inform of cancellations, order amendments, delivery information, rejected orders, and returns.
• Collaborate with other departments to improve workflows and share timely, accurate information
• Maintain and update customer service systems and tools, reporting issues and suggesting improvements
• Support stores with order status updates, job doability queries, and proactive communication on service issues
• Promote continuous improvement by identifying process gaps and making recommendations
• Maintain a professional, solutions-focused approach in all interactions, both internally and externally

What We’re Looking For

Essential

• Experience in the optical industry
• Strong leadership and coaching abilities.
• Ability to Handle store feedback and complaints in a professional manner
• Professional telephone manner which exudes Customer Service excellence
• Understanding of customer service within a supply chain, distribution, or manufacturing setting
• Ability to prioritize tasks effectively in a fast-paced environment.
• Ability and confidence to deal with complex situations from start to finish with minimal supervision.
• Highly customer focused.
• Positive, approachable, and proactive nature
• IT literate with good skills in Microsoft Office applications
• Excellent problem-solving and conflict resolution skills.
• Effective verbal and written communication.
• Ability to analyze data and make data-driven decisions.
• Continuous improvement mindset.

Our Fellow ‘Speccies’ Enjoy

• Generous vacation allotment and 1 paid volunteer day
• 1 extra paid day off and an eyecare voucher on your birthday
• RRSP matching
• Quarterly performance bonus
• Healthcare spending account
• Health and dental benefits effective on your first day
• Team and company social events

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term

We hope that in applying with us, you value these things as well!

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.