Customer Services Supervisor

2 days ago

Hartlepool, United Kingdom Leader Online Ltd Full time

Leader Online is seeking a passionate, dedicated customer success supervisor to join our growing team. You will be supporting the CS team to achieve KPIs that are focused on giving exemplary customer experiences.

**Requirements**:
**Key Responsibilities**:

- Promote and align yourself with the company’s standards.
- Lead by example: actively improve the culture, have a positive impact on the team, and foster a productive working environment.
- Identify process improvements to optimise the customer experience, with a focus on continuous improvement activities across the team, functions, processes, and support activities.
- Provide day-to-day support to the CSM and CS team.
- Monitor and report on CS KPIs, ensuring the team meets response times for phone answering and ticket resolution.
- Lead customer dispute resolution, including compensation approvals, PayPal disputes, Klarna disputes, and 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.
- This role includes regular Saturday work, and covering the end or the start of the shift.

**Essential Qualifications and Experience**:

- Proven customer service experience, preferably in an e-commerce or direct-to-consumer role.
- Friendly and patient with outstanding communication and troubleshooting abilities.
- Strong 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 and systems.

**Benefits**- Competitive pay and benefits.
- Growth opportunities and career development.
- Fun, fast-paced team environment.
- Chance to drive customer loyalty in a leading UK e-commerce retailer.
- 22 days of annual leave per year, plus bank holidays, with a scheme allowing employees to purchase an additional 3 days of leave or sell back 2 days to the Company.
- Length of Service holiday awards: 1 extra day for every 3 years of service.
- Salary sacrifice pension scheme, with employer contributions of 3% in line with current statutory requirements.
- Salary sacrifice Cycle-to-work scheme.
- Staff discounts on the Leader product range.
- Subsidised gym membership.
- Employee Assistance Programme, with access to wellbeing advice and counselling.
- Employee Referral Bonus.

**Salary**:£30,000 per year

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