Ecommerce Customer Service Team Leader

Ecommerce Customer Service Team Leader £33,000 – £38,000 Basic + Benefits Glasgow We’re working with a growing ecommerce retail business to recruit a Customer Service Team Leader into a newly created leadership role supporting the continued growth and development of a fast-paced, multi-brand customer operations function. Operating within a high-volume online retail environment serving both UK and international customers, the business places customer service, operational responsiveness and team performance at the centre of its continued growth strategy. This is a hands-on operational leadership role supporting and reporting directly into the Head of Customer Service, helping coordinate daily service delivery, team performance and operational workflow across the wider customer service function. The opportunity would suit someone who thrives in fast-moving ecommerce environments and naturally brings energy, organisation and calm leadership to busy operational teams. The Role Supporting the day-to-day running of the Customer Service function across multiple ecommerce brands Coordinating and supporting a sizeable customer service and operations team within a fast-paced environment Assisting with onboarding, training and ongoing team development Managing rotas, workflow allocation and operational prioritisation across the department Supporting escalation handling and resolution of more complex customer issues Helping drive operational consistency, responsiveness and service quality across customer touchpoints Identifying opportunities to improve internal processes, workflows and overall customer journey efficiency Liaising with internal departments including Ecommerce, Operations, Logistics and Buying to support smooth customer outcomes Monitoring service levels, operational bottlenecks and team performance on an ongoing basis Supporting the Head of Customer Service with the continued evolution of the wider customer operations function What We’re Looking For Experience operating within ecommerce, online retail or customer operations environments Previous team leadership, supervisory or senior customer service experience Strong organisational and workload management capability Confidence coordinating teams and maintaining operational pace within busy environments Calm and professional escalation handling skills Strong communication and interpersonal capability Process awareness and a naturally solutions-focused mindset Ability to adapt within entrepreneurial, commercially driven businesses where priorities can move quickly Exposure to premium retail, service-led or customer-centric environments would be advantageous The Opportunity This is an excellent opportunity to join a growing ecommerce business operating within an ambitious and evolving commercial environment, and the role offers: A visible and highly operational leadership position Direct exposure to senior leadership and decision-making A broad and hands-on customer operations remit The opportunity to help shape and improve a growing customer service function A fast paced and commercially driven ecommerce environment Genuine long-term progression potential as the wider business continues to evolve Salary is expected to sit within the £33,000 – £38,000 basic range depending on experience and overall fit relative to the broader scope of the position. CV’s in the first instance to: Tony Hamilton – Managing Director – Hamilton Hunter