Customer Service Team Lead - Delta, BC

Location: This hybrid role requires 4 days on-site at our Delta, BC Distribution Centre and 1 day remote per week.

Welcome to Specsavers – where we’re not just about eyewear and eyecare, but about changing lives through better sight. Ranked the 11th Best Workplace™ in Canada and 12th globally by Great Place to Work®, we’re proud of our optometrist-owned model that delivers high-quality, accessible eyecare for every budget.

Founded 40 years ago in the UK by visionary optometrists Doug and Mary Perkins, Specsavers has remained privately owned since day one. Today, we are a $7.8 billion global business with over 45,000 colleagues across more than 2,700 retail optical locations.

In Canada, our support office is based in Burnaby, BC. Since entering the market in 2021, we’ve been scaling rapidly, now with nearly 240 locations nationwide. With advanced clinical equipment and a wide range of affordable, high-quality eyewear, we’re transforming the way Canadians experience eyecare.

If you’re passionate about making a difference and want to be part of a values-driven organization, join us as we continue to grow. Together, we can change lives through better sight.

What You’ll Do

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 for stand-alone stores and ecommerce function including 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 Services Manager as and when they arise.

Key Responsibilities

Team Leadership & Development

• Lead, mentor, and support the customer service team through regular coaching, performance monitoring, and feedback in one‑on‑one and team meetings.
• Train new hires, ensure ongoing skill development, and accept instruction from key personnel to further develop your own skills.
• Set individual and team performance goals, prepare performance reports (daily/weekly/monthly), and provide insights for continuous improvement.
• Support the Customer Service Manager with change management initiatives and provide regular updates on issues, developments, and team progress.

Customer Service Excellence & Issue Resolution

• Handle escalated or complex customer issues and ensure prompt, professional resolution of inquiries.
• Build strong rapport with customers and internal stakeholders, promoting a “customer first” approach and consistent service delivery.
• Communicate with stores via email or phone regarding cancellations, amendments, rejected orders, delivery information, returns, and other service updates using appropriate templates.
• Proactively keep customers and stores informed about order progress and related service issues.

Quality Assurance & Process Improvement

• Monitor customer interactions to maintain service quality and ensure adherence to company policies, SOPs, and customer service standards.
• Identify opportunities for process improvements, make proactive suggestions, and contribute to the culture of continuous improvement.
• Collaborate with other departments to streamline workflows and support broader business objectives.

Operational & System Responsibilities

• Ensure team proficiency in customer service tools, manufacturing systems, distribution IT platforms, and internal processes.
• Report system issues and suggest improvements for enhanced efficiency.
• Accurately enter, maintain, and process customer and stakeholder data, including timely processing and reporting of credits for store errors, lab errors, and warranty claims.
• Manage order placement, tracking, tracing, and status updates for internal and third‑party labs.
• Chase supplier progress and keep stores updated on job feasibility and order movement.

General Department Support

• Support other departments and the wider BCDC team with timely information, cross‑training, and ad‑hoc tasks as required.
• Maintain departmental housekeeping, prioritize key tasks, and ensure flexibility to meet the demands of the Customer Service department.

What We’re Looking For

• Strong customer‑focused mindset with a professional, positive, and proactive approach to service excellence.
• Effective verbal and written communicator with a professional telephone manner and the ability to handle feedback, complaints, and complex situations confidently.
• Proven leadership and coaching skills, with the ability to motivate a team and support continuous skill development.
• Strong problem‑solving and conflict‑resolution abilities with a solutions‑focused, continuous‑improvement mindset.
• Highly proficient in Microsoft Office, especially advanced Excel, with strong overall IT literacy.
• Ability to analyze data, interpret insights, and make sound data‑driven decisions.
• Adaptable, quick to learn, and able to prioritize effectively in a fast‑paced environment with minimal supervision.
• Understanding of optics and the ability to manage end‑to‑end customer and store issues professionally.

Nice-to-have:

• Experience managing customer service teams in fast‑paced environments, ideally within a call‑centre setting.

Compensation: $70,000 - $85,000 base salary, plus quarterly bonus, profit sharing, and benefits. Actual compensation will be determined based on experience

Speccies’ Benefits

• 4 weeks of vacation and 1 paid volunteer day
• 1 extra paid day off and an eyecare voucher on your birthday
• RRSP matching
• Quarterly performance bonus
• Profit sharing program
• 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!

Our Hybrid Work Model

Experience the best of both worlds. At Specsavers, we embrace a hybrid approach that balances in-office collaboration with the flexibility to work from home. We come together in office to connect, innovate, and keep our culture thriving.

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.

Accessibility and Accommodations

We are committed to creating an inclusive and accessible workplace. If you require accommodations at any stage of the application or interview process, please let us know by contacting us at careers.ca@specsavers.com . We will work with you to meet your needs and ensure a fair and equitable experience.

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