Customer Services Supervisor

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.

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.

• 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