Reporting into the directors and working with the Head of Supply Chain and Head of Sales, the Customer Service Team Leader will strive to the quality and speed of response to customer contact for a successful e-commerce business. You will be responsible for all activities related to the provision of service to the original parts customers.

Key Responsibilities of the Customer Service Team Leader

• You will be responsible for managing issues with the USA market so will be working alongside the Sales team from 1pm to 9pm Monday to Friday.
• Supervise and provide leadership to a team of 3 front-line staff, coaching, developing, and challenging them (remotely as team works from another office).
• Responding to customer help desk tickets, liaising with suppliers on problem resolution and managing any associated costs
• Ensure the costs of 'failure' are minimised
• Act as a point of escalation for customers who are not satisfied with original resolution proposals
• Review management information, drive measurable improvements in service and identify opportunities for improvement
• Work with, and understand other stakeholders to create good working relationships and optimise outcomes

The Customer Service Lead will have the following experience:

• B2C experience with knowledge of shipping products and handling returns, breakages, supplier issues and lost orders.
• You will have at least 5 years' experience in an internet-based e-commerce business selling globally B2C not B2B
• You will have had some experience in supply chain activity such as sourcing, warehousing and transportation
• You will be customer focused with excellent communication and negotiation skills
• You will be resilient, have a maturity of approach, be able to work under pressure, be adaptable and think quickly on your feet
• You will be able to demonstrate a history of achievement, a problem-solving approach, satisfying customers but minimising costs
• You will know what good customer service looks like, be passionate about service, have a professional disciplined but flexible outlook, and be self-motivated
• Ideally you will be familiar with up to date methods of customer interaction such as web chat and bots
• You will be an advocate of continuous improvement, possibly with CIPS or Six Sigma knowledge

Salary c£35000-£40000 + benefits + bonus based on your performance (10%) + parking

Hours 1pm to 9pm - hybrid WFH 3 days/Office 2 days and then WFH 2 days/Office 3 days the following week.