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