As a dedicated Head of eCommerce Customer Services, you will lead the delivery of exceptional customer experiences across all channels. Overseeing support operations, team performance, and customer satisfaction, you'll champion a customer-first mindset. Collaborating with Product, Sales, and Operations, you'll ensure service excellence aligns with company goals.
Responsibilities of the Head of eCommerce Customer Services:
- Lead and manage the customer service team to deliver outstanding support across all channels, ensuring timely and effective resolution of queries and issues.
- Develop and implement strategies to enhance the end-to-end customer journey, increasing satisfaction through all CS Channels.
- Recruit, train, and mentor team members, fostering a culture of accountability, empathy, and continuous improvement.
- Oversee day-to-day operations, including SLAs, KPIs, and process efficiencies to ensure high-quality service delivery.
- Work closely with e-commerce, product, and operations teams to ensure customer feedback informs business decisions and improvements.
- Monitor and analyse customer interactions and satisfaction metrics to identify trends, pain points, and opportunities for service improvement.
- Manage complex customer issues and escalations, ensuring they are resolved quickly and appropriately, protecting brand reputation.
- Evaluate and implement customer support tools and platforms to streamline workflows, improve reporting, and enhance the overall support experience.
- Act as the voice of the customer within the business, championing their needs and advocating for improvements to products, services, and communication through all channels, countries and marketplace.
Experience required:
Requirements:
- Demonstrable experience as a Head of Customer Service or Senior Customer Experience Manager.
- Significant experience in customer service, preferably within an eCommerce Retail brand.
- Line management experience with a supportive and encouraging management style
- Experience using Shopify, ZenDesk and Trustpilot
Skills:
- Excellent communication skills with attention to detail.
- Ability to meet deadlines and work under pressure.
- Data-driven mindset with comfort in handling KPIs and setting performance goals.
- Familiarity with customer service software, CRM systems, and best practices in customer support.
Head of eCommerce Customer Service in Newcastle upon Tyne employer: Central Employment
Central Employment is an excellent employer that fosters a collaborative and innovative work culture in Teesside, where employees are encouraged to develop their skills and grow within the company. With a focus on employee satisfaction and professional development, you will have access to tailored training opportunities and the chance to work with diverse clients, making your role both meaningful and rewarding.
