- Managing and leading the Customer Service team to the highest service standards
- Overseeing the CS platform and monitoring tickets
- Act as a main point of contact for escalations, resolve any issues and provide expert product advice
- Coordinate customer orders
- Handle any refund requests and returns
- Manage customer feedback through social media and trend analysis
- Monitor and improve customer satisfaction ratings on various platforms such as Trustpilot.
- Assist the COO with logistics and stock management
- Highly organised and a natural leader
- Genuinely cares about providing excellent customer service
- Naturally strong at problem solving
- Independent and able to manage your own time effectively
- Confident leader, able to develop and support the team
- Previous Customer Service experience in a similar role
- Strong IT skills
- Position Type: Full-time, Permanent
- Hours: 9:00 AM – 5:00 PM (Monday-Friday), with occasional weekend support when required
- Location: London - Hybrid