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Customer Service Lead

2 weeks ago

ShorehambySea, West Sussex, United Kingdom JTX Fitness Full time £24,000 - £32,000 per year

Customer Service Supervisor – Fitness Sector

**Onsite | Shoreham-by-Sea | Up to £32,000 DOE

**

Do you have solid experience in customer service and the confidence to guide and support a small team?

Would you enjoy working in a friendly, hands-on environment where you can help shape the customer journey and support continuous improvement?

**Are you looking to develop your leadership skills within a growing fitness business where your contribution directly influences customer satisfaction and team performance?

**

If so, this could be the perfect next step.

JTX has supported our customers on their home fitness journeys since 2009, earning a strong reputation for quality equipment, excellent service, and a genuine commitment to wellbeing. With a refreshed brand, new website, and an expanding product range, it's an exciting time to join the team.

As Customer Service Supervisor, you'll play a key role in day-to-day operations—supporting customers, assisting the team, and ensuring processes run smoothly. You'll report to the Customer Service Manager/Managing Director and act as a go-to person for guidance, escalations, and operational support.

Tasks

Key Responsibilities

**Daily Customer Support

**

  • Monitor the inbox each morning and flag any priority or escalation cases.

  • Handle customer enquiries via phone, email, live chat, in person, and social media.

  • Support customers with product advice and resolve post-sale issues.

  • Manage Amazon customer messages and ensure performance meets Amazon SLAs.

  • Log all activities accurately in the CRM system.

  • Support showroom visitors with demonstrations while maintaining clean, safe displays.

  • Liaise with couriers, engineers, and warehouse teams to ensure timely resolutions.

  • Use troubleshooting guidelines to diagnose issues and arrange solutions such as spare parts, replacements, engineer visits, or practical advice.

  • Update engineer jobs in the CRM and monitor the Technical inbox to ensure revisits are actioned within SLA.

Team Support & Leadership

  • Lead daily team huddles and communicate relevant updates.

  • Help ensure the team follows customer service processes and meets SLAs.

  • Review calls and emails to maintain a consistent standard of service.

  • Support monthly 1:1s by providing input on performance and development needs.

  • Assist with sickness management, return-to-work discussions, and holiday approvals.

  • Participate in fair allocation of showroom cover.

  • Spot recurring issues or trends and share insights with the Technical Team.

  • Support the reporting of customer service KPIs and flag concerns promptly.

Act as the first escalation point for challenging or complex customer cases.

Requirements

We're looking for someone who brings:

  • Strong customer service experience, including handling varied queries across multiple channels.

  • Previous supervisory or team-leading experience—or clear potential and readiness to step into this level.

  • Excellent written and verbal communication skills.

  • A calm, professional approach, especially when managing pressured situations.

  • Confident problem-solving and escalation handling.

  • The ability to coach and support team members.

  • Good organisational skills with the ability to prioritise in a busy environment.

  • A practical, hands-on attitude and strong attention to detail.

Benefits

Why Join?

**This is a great opportunity for someone looking to step up into a leadership role within a supportive and growing organisation. You'll be valued, given room to develop, and encouraged to take ownership while maintaining a healthy work–life balance.

**

Benefits include:

  • 25 days' annual leave

  • Company pension scheme

  • Medicash health plan

  • Staff discounts + access to the on-site gym showroom

  • Regular company socials

  • A relaxed, beachside HQ on the South Coast

Ready to take the next step? Apply today for immediate consideration.