Customer Service Supervisor

6 months ago


Hartlepool, United Kingdom Leader Online Ltd Full time

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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