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- Tasks: Lead and motivate a team of Customer Support Advisors to ensure top-notch service.
- Company: Adanola is dedicated to creating everyday uniforms while prioritizing people, product, and profit.
- Benefits: Enjoy bonuses, birthday days off, 25 days holiday, and a flexible workplace.
- Why this job: Join a passionate team focused on customer satisfaction and personal growth in a dynamic environment.
- Qualifications: Experience in online customer service leadership and excellent communication skills are essential.
- Other info: Full-time role with flexible shifts, including weekends, in a vibrant city-center office.
The predicted salary is between 30000 - 42000 £ per year.
Adanola are hiring a Customer Support Supervisor.
Adanola exists because of our customers, so we strive to have a team of people that are dedicated to making sure our new, returning and extremely loyal customers are very well looked after.
The Customer Support Supervisor role reports directly into the Customer Support Manager. They will work together with the Customer Support Advisors and wider CS team to ensure we continually provide a high level of service to our Adanola customers to drive customer retention & satisfaction.
About the role:
- Lead a team of Customer Support Advisors giving them clear KPI’s & goals whilst keeping them motivated and happy.
- Proactively manage team performance, react accordingly and communicate clearly to team member(s) & Customer Support Manager.
- Lead shifts to ensure the team are set up for success through clear shift briefings and handovers.
- Use rotas and the company brand planner to plan ahead of time, ensuring all skills are covered for every shift.
- Successfully deal with escalated queries and keep an open feedback loop to Customer Support Manager.
- Be the voice of the customer to the wider business and proactively resolve issues as they arise.
- Collaborate with all teams in the business to continually better the customer experience.
- Review skills matrix weekly and work closely with Senior Customer Support Advisors to close any team skills/knowledge gaps.
- Provide valuable insights at weekly meetings.
- Successfully complete accurate reporting on a weekly basis.
- Excellent knowledge of all systems and processes whilst continuing to drive performance and create efficiencies.
About you as a leader:
- Previous experience/examples of team support and leadership within an online customer service team.
- Set clear expectations and create a shared purpose within your team.
- Have awareness of your own leadership style and an ability to adapt your approach to engage and motivate your team.
- Provide regular balanced feedback to recognise great work, and deal with any issues before they escalate.
About you:
- Excellent communication skills with literacy skills at a high standard.
- Excellent knowledge of all customer service systems and processes.
- Highly motivated to achieve goals & KPI’s.
- Excellent knowledge of customer service systems such as Dixa, Zendesk & Shopify.
- Communicate effectively in high-pressure scenarios, such as complaint handling/dealing with difficult customers.
- Able to articulate and pass on constructive feedback.
- Proactive and takes initiative rather than waiting for things to happen.
- A passionate and enthusiastic outlook towards the role and Adanola brand.
- The ability to be adaptive and responsive to change.
- Organised.
- Flexible with shifts and weekend work where needed.
- Sees challenges as opportunities for growth.
The Nitty-gritty:
- Full-Time Contract
- Monday to Sunday – hours between 08:00 – 21:00 (30 min unpaid break)
- Working earlies, evenings & weekends on a rotational basis to provide support to the team 7 days a week.
- 37.5 hours.
Why Adanola?
We\’re on a mission to become everybody\’s everyday uniform and we need great people with great attitudes to help work towards that. Adanola genuinely cares about the people we employ and as we grow will continue to always put People, Product and Profit, in that order. We\’re just getting started so you need to be ready to roll your sleeves up and get stuck in but in the most exciting and challenging way.
As well as that, we offer a list of benefits to our Ada employees:
- Bonus structure for all employees
- Day off on birthday
- Subsidised food at Everyday Café
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
- Industries: Retail Apparel and Fashion
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Customer Support Supervisor employer: Adanola
Contact Detail:
Adanola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Supervisor
✨Tip Number 1
Familiarize yourself with Adanola's brand values and customer service philosophy. Understanding what makes their approach unique will help you align your leadership style with their expectations.
✨Tip Number 2
Showcase your experience in managing customer support teams by preparing specific examples of how you've motivated your team and improved performance in previous roles.
✨Tip Number 3
Be ready to discuss how you handle high-pressure situations, especially when dealing with escalated customer queries. Highlight your problem-solving skills and ability to maintain a positive team environment.
✨Tip Number 4
Demonstrate your knowledge of customer service systems like Dixa, Zendesk, and Shopify. Being well-versed in these tools will show that you're prepared to hit the ground running.
We think you need these skills to ace Customer Support Supervisor
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Support Supervisor position. Highlight key responsibilities and required skills that resonate with your experience.
Tailor Your CV: Customize your CV to reflect your leadership experience in customer service. Emphasize your ability to manage teams, handle escalated queries, and drive performance metrics.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Adanola's mission. Mention specific examples of how you've successfully led teams and improved customer satisfaction.
Highlight Relevant Skills: In your application, make sure to highlight your knowledge of customer service systems like Dixa, Zendesk, and Shopify. Discuss your communication skills and ability to work under pressure.
How to prepare for a job interview at Adanola
✨Show Your Leadership Skills
Be prepared to discuss your previous experience in leading a customer support team. Share specific examples of how you've motivated your team, set clear goals, and managed performance effectively.
✨Demonstrate Excellent Communication
Since the role requires excellent communication skills, practice articulating your thoughts clearly. Be ready to showcase how you handle high-pressure situations, especially when dealing with difficult customers.
✨Know the Systems
Familiarize yourself with customer service systems like Dixa, Zendesk, and Shopify. Highlight your proficiency in these tools during the interview to show that you can hit the ground running.
✨Emphasize Adaptability
Adanola values flexibility and adaptability. Prepare to discuss how you've successfully navigated changes in your previous roles and how you view challenges as opportunities for growth.
