What does a Customer Care Supervisor do at One Retail Group?
Our Customer Care team is integral to our success: without our customers, we do not have a business. The team is not only the point of contact for anyone with a question, a complaint, or some feedback, but they’re responsible for ensuring an exceptional experience for all our customers. That might be sending a carefully written email, arranging a replacement product, or carefully putting together our online help centres to allow our customers to find the answers to their questions themselves. We’re looking for a Customer Care Supervisor to support our Customer Care Manager in overseeing our team day to day, with a hands-on approach and the ability to lead by example. The Customer Care team is based in our London office, remotely in the UK, and overseas.
Responsibilities
1. Supporting the Customer Care Manager with the day-to-day management of the Customer Care team, ensuring high levels of productivity, quality, and continuous training.
2. Responding to tickets alongside the team, focusing on managing escalations and difficult cases.
3. Managing, gathering, and reporting on customer data to provide other departments with customer and product insights to ensure continuous business improvements.
4. Onboarding and training of new team members.
5. Managing the internal Customer Care knowledge base, ensuring this is always up to date.
6. Liaising with other internal teams to problem solve and resolve customer issues.
Our ideal candidate would be someone who...
1. Has over 2 years of experience as a senior advisor or a supervisor within a Customer Service department.
2. Is a ‘people’ person: empathetic with your team and customers and has excellent communication skills, both written and verbal.
3. Has a high level of attention to detail when answering customer tickets and reviewing team responses to maintain quality and consistency.
4. Has experience managing complex customer queries and escalations.
5. Has experience using a Helpdesk such as Zendesk or Gorgias.
One Retail Group
One Retail Group is an international online retailer, brand owner, and marketplace specialist. Our story is humble; growing from a single product launched in 2013, we now own multiple brands in the home appliance, lifestyle, and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe.
We work at pace, we learn fast; where necessary, we fail fast. This role will provide you with the chance to leave your mark and make a difference in a very exciting company. We’re proud of our collaborative team and continued high standards as we work together to achieve our shared ambitious goals.
Benefits
Apart from working with great people and enjoying a fast-paced, fun, diverse, collaborative, and supportive culture, you’ll also receive:
1. Access to our Bupa Healthcare Cash Plan (post probation).
2. 33 days of annual leave (including UK Bank Holidays).
3. Employee discounts on all our brands.
4. Access to our Cycle to Work scheme via CycleScheme.
5. Quarterly team socials (recent events include a speedboat trip on the Thames, cocktail making, and roller disco).
6. Bagel Tuesdays and fresh fruit throughout the week.
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