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