Customer Service Supervisor

2 weeks ago

Leeds, United Kingdom Moda in pelle Full time

**Company Overview**

Moda in Pelle, founded in 1975, is a leading brand in the footwear industry, known for its exquisite craftsmanship and stylish designs. With a commitment to combining British sophistication with fine Italian quality, we create fashionable shoes, boots, bags, and accessories that offer affordable luxury and complete comfort.

**Summary**

We are seeking a Customer Service Supervisor to join our dynamic team at Moda in Pelle. As a Customer Service Supervisor at Moda in Pelle, you will play an important role in supporting the Customer Service manager in elevating our customer service team's performance. You will be responsible for overseeing daily operations, coaching team members, analysing performance metrics, and ensuring the highest standards of customer service are consistently maintained across all communication channels. Your leadership will be vital in maintaining our high standards of service and supporting our mission of delivering quality and style.

**Responsibilities**
- Supervise and lead the customer service team to deliver outstanding service.
- Develop training programs to enhance team skills and product knowledge.
- Analyse customer feedback to identify areas for improvement.
- Manage daily operations of the customer service department effectively.
- Foster a positive work environment that encourages teamwork and collaboration.
- Handle escalated customer inquiries and resolve issues promptly.
- Monitor performance metrics to ensure targets are met.

**Requirements**:

- A passion for customer service and delivering outstanding experiences.
- Strong communication skills, both verbal and written.
- A proactive and positive attitude, with the ability to work independently and as part of a team.
- Excellent problem-solving skills, able to think on your feet and handle objections confidently.
- Ability to prioritise tasks and work efficiently under pressure to meet deadlines and targets.
- A self-motivated approach, with a willingness to take on feedback and continuously improve.

**Desirable Skills & Experience**:

- Experience with Zendesk CRM, live chat, and telephony systems.
- Objection handling skills, ensuring every customer concern is met with confidence and professionalism.
- A strong team player, comfortable working across departments to resolve customer issues.
- Knowledge of customer service best practices and a keen eye for continuous improvement.

**Why Moda in Pelle?**
- Be part of a forward-thinking, fashion-forward company with a strong brand presence in the UK and Ireland.
- Work in a supportive and collaborative environment where your contributions truly make a difference.
- Enjoy exciting career development opportunities, with training and coaching to enhance your skills and progress within the business.
- Employee discounts and exclusive access to new collections.

Pay: £28,000.00 per year

**Benefits**:

- Company pension
- Employee discount

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: CSA

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