Part Time or Full Time Customer Service Supervisor

My client is looking for a Part Time or Full Time Customer Service Supervisor who will be pivotal in leading their small customer service team towards exceeding customer expectations at every touchpoint. This role involves creating and implementing frameworks to support future growth and improving the overall customer journey. This is an exciting opportunity for someone passionate about luxury fashion retail and ready to contribute to a business experiencing substantial growth.

Flexible on hours but ideally to work every day a minimum of 25hrs a week.

• Oversee the workflow of all customer enquiries across various channels including phone, email, live chat, and social media to ensure they are resolved promptly and uphold our company standards.
• Conduct ongoing reviews of all customer service processes, systems, and technology to maximise team efficiency and enhance customer experience, providing feedback to relevant Heads of Department.
• Continually assess customer requirements and identify potential improvements to the customer journey.
• Build and maintain relationships with all stores to ensure consistency and support in our customer service.
• Manage communications with Quality Control, Buying, and Merchandising departments regarding any issues with faulty products.
• Ensure the customer service team is fully briefed on all new and existing product lines and transform customer service interactions into sales opportunities.
• Collaborate with the Web Fulfilment and Distribution teams to manage or exceed customer delivery expectations.
• Oversee the processing of all returns and refunds within team KPIs.
• Manage Trust Pilot service reviews and explore ways to enhance our reputation through specific loyalty programs or gifting.
• Ensure all order administration is completed accurately and on time.
• Handle and follow up on all omni-channel customer-related enquiries, including WhatsApp.

• Proven supervisory experience in a customer service environment, preferably within luxury retail.
• Familiarity with Customer Services and website fulfilment systems such as NetSuite, Ayden, Rebound, ShipStation, and Zendesk.
• Strong team management and relationship-building skills.
• Excellent written and verbal communication skills.
• Experience in collaborating with other departments to maximise efficiencies and enhance the customer journey.
• Highly organised with an ability to prioritise, anticipate needs, and meet deadlines.
• Flexible attitude with the ability to implement solutions and cope well under pressure.
• Determined to drive sales by upselling when opportunities arise.

• Opportunity to work in a dynamic, fast-paced environment.
• Be part of a company that values authenticity, collaboration, pride, true grit, and vision.
• Support for professional development and growth.

To apply for the Part Time Customer Service Team Leader position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.