What does a Customer Care Supervisor do at One Retail Group? Our Customer Care team are integral to our success: without our customers, we do not have a business. The team are 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, full-stop. That might be in 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 are based in our London office, remotely in the UK, and overseas. Responsibilities 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. Responding to tickets alongside the team, with a focus on managing escalations and difficult cases. Managing, gathering and reporting on customer data to provide other departments with customer and product insights to ensure continuous business improvements. Onboarding and training of new team members. Managing the internal Customer Care knowledge base, ensuring this is always up to date Liaising with other internal teams to problem solve and resolve customer issues. Our ideal candidate would be someone who Over 2 years of experience as a senior advisor or a supervisor within a Customer Service department. A ‘people’ person: you’re empathetic with your team and customers and have excellent communication skills, both written and verbal. A high level of attention to detail when answering customer tickets and reviewing team responses to maintain quality and consistency. Experience managing complex customer queries and escalations. 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 to 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: Access to our Bupa Healthcare Cash Plan (post probation) 33 days of annual leave (inc. UK Bank Holidays). Employee discounts on all our brands Access to our Cycle to Work scheme via CycleScheme Quarterly team socials (recent events include a speedboat trip on the Thames, cocktail making, and roller disco) Bagel Tuesdays, and fresh fruit through the week