Customer Service Supervisor
6 months ago
About Us:
Leader Online Limited is the renowned parent company of our five distinguished
'Leader' brands, each dedicated to its own range of premium products for the home,
office, and commercial properties. With each brand, customers experience
unparalleled service, expert advice, prompt delivery, and exceptional value on a
plethora of stellar products - accessible online from any device. Our rapidly
expanding business operates in the Home Improvement domain, specialising in
Doors, Flooring, and soon, Luxury Bathrooms.
Role Overview:
Leader Doors is seeking a passionate, dedicated customer success supervisor to
join our growing team. You will be supporting the CS team to achieve KPI that are
focused on giving exemplary customer experiences.
Key Responsibilities:
- Promote and align yourself with the company standards.
- Lead from the front, actively improve the culture, be a positive effect on the
team and the working environment.
- Identify process improvements to optimise customer experience, with focus
on continuous improvement activities across the team, functions, processes,
and support activities.
- Day-to-day support of the CSM and CS team.
- Monitor and report of CS KPIs. Ensuring the team meets response times
around phone answering and ticket resolution.
- Lead customer dispute resolution. (Compensations approval, PayPal
disputes, Klarna disputes, Chargeback investigations).
- Lead reputation management, with review management, escalation of
complaints, and compensation resolution.
- In CSM absence, be responsible for line queries from the CS team, meeting
attendance and liaise with other departments.
- Lead and train members of the CS team.
- Liaise with warehouse, purchasing, logistics and other teams to align on
fulfilment and stock.
Essential Qualifications & Experience:
- Proven customer service experience, preferably in an ecommerce or direct-to
- consumer role
- Friendly and patient with outstanding communication and troubleshooting
abilities.
- Good communication skills, both written and oral.
- Organised and detail-oriented with strong multi-tasking capabilities
- Self-motivated with the confidence to work independently
- Passionate about providing best-in-class customer experience
- Tech-savvy with ability to learn new platforms/systems
NB: This role will include regular Saturday work, and covering the end or the start of
the shift.
What We Offer:
- Competitive pay and benefits
- Growth opportunities and career development
- Fun, fast-paced team environment
- Chance to drive customer loyalty in a leading UK ecommerce retailer
Note: Leader Online Limited is an equal opportunity employer and is committed to
ensuring a diverse and inclusive work environment.
Pay: £13.00 per hour
Expected hours: 37.5 per week
**Benefits**:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Store discount
Schedule:
- Monday to Friday
- Weekend availability
**Experience**:
- Retail sales: 3 years (preferred)
- Customer Service: 3 years (required)
Work Location: In person
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