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Customer Service Lead
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Customer Service Lead - Luxury Ecommerce Brand - £40-45k
Lead our customer service team and help shape an exceptional customer experience.
We're looking for an experienced and motivated Customer Service Lead to join our growing luxury ecommerce business. This is an exciting opportunity for someone who is passionate about customer service and enjoys leading, developing, and inspiring a small team.
As Customer Service Lead, you'll oversee the day-to-day operation of our customer service function, managing a team of two while driving productivity, service excellence, and continuous improvement. You'll work collaboratively across the business to ensure every customer interaction reflects our brand values and contributes to an outstanding customer experience.
Key Responsibilities
Team Leadership
- Lead, motivate, and support a team of two Customer Service & Data Specialists, creating a positive, collaborative, and high-performing culture.
- Set clear objectives, monitor team performance and productivity, and ensure service levels are consistently achieved.
- Conduct regular coaching, feedback, and development sessions to help team members grow and succeed.
- Manage workloads, prioritize tasks, and allocate resources effectively to meet business demands.
- Champion the customer service vision across the business, promoting a customer-first mindset in every interaction.
- Identify training needs and support the onboarding and development of new team members.
Customer Experience
- Take ownership of the customer journey across all touchpoints, ensuring a consistently high standard of service.
- Act as the escalation point for complex customer enquiries and complaints, resolving issues professionally and efficiently.
- Build strong relationships with customers and trade partners by delivering personalised, solutions-focused support.
- Monitor customer feedback, identify trends, and implement improvements to enhance customer satisfaction.
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Operational Excellence
- Analyse customer service performance, reporting on KPIs, and using data to drive continuous improvement.
- Identify opportunities to improve processes, systems, and ways of working to increase efficiency and enhance the customer experience.
- Collaborate closely with Sales, Marketing, Product, and Operations teams to deliver a seamless customer journey.
- Maintain expert knowledge of our products, services, and policies to support both customers and the wider team.
- Oversee the creation and maintenance of product data, specifications, and imagery for customer and trade use.
- Manage correspondence with suppliers, sales representatives, and other business partners where required.
About You
You'll be an experienced customer service professional who enjoys leading people and improving processes. You'll be comfortable balancing day-to-day operational responsibilities with coaching your team and driving continuous improvement.
You'll have:
- Previous experience leading or supervising a customer service team.
- A proven ability to motivate, coach, and develop others.
- Strong organizational skills with the ability to manage priorities in a fast-paced environment.
- Excellent communication and relationship-building skills.
- A customer-first approach with excellent problem-solving abilities.
- A proactive mindset and a passion for improving both team performance and customer experience.
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Skills & Experience
- Experienced in customer service, customer experience, or customer operations.
- Previous team leadership or supervisory experience is essential.
- Experience using Shopify B2B or a similar e-commerce platform (essential).
- Strong experience using CRM systems and customer service software.
- Proficiency in Microsoft Office.
- Excellent analytical skills with experience reporting on customer service KPIs.
- High attention to detail and strong administrative skills.
- Knowledge of retail sales principles.
- Experience within the lighting or homewares industry is advantageous but not essential.
What We Offer
- Competitive salary and benefits package.
- The opportunity to shape and lead our customer service function within a growing luxury ecommerce brand.
- Ongoing professional development and career progression opportunities.
If you're an experienced customer service leader who enjoys developing people, improving processes, and delivering exceptional customer experiences, we'd love to hear from you.
Apply now!
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