At a Glance
- Tasks: Lead a dynamic customer service team while resolving complex issues and enhancing service quality.
- Company: Join a growing company in London with a hybrid work model.
- Benefits: Competitive salary, comprehensive benefits, and a supportive work environment.
- Other info: Fast-paced role with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer experiences and leading a passionate team.
- Qualifications: 2+ years in customer support, strong communication skills, and e-commerce experience.
The predicted salary is between 35000 - 45000 £ per year.
Location: London - hybrid (3 days a week onsite)
Salary: DOE + company benefit package
Employment Type: Permanent
About the Role
We’re looking for a Customer Service Lead to take full ownership of our client's customer service function as their business continues to grow. This is a hands-on, player-manager role. You’ll lead a team of customer service agents while remaining actively involved in day-to-day operations, handling tickets, resolving complex issues, and acting as the key link between customers, logistics partners, and internal teams. You’ll proactively monitor service quality, identify potential issues before they escalate, and ensure our delivery network consistently meets expectations.
Key Responsibilities
- Frontline Support & Team Leadership
- Take an active role in daily support operations, resolving customer tickets.
- Manage and support customer service agents, stepping in on escalations where required.
- Operate effectively in a high-volume environment.
- Handle a broad range of issues, from customer queries to courier disputes and platform reviews.
- Service Quality & Performance
- Own the accuracy, tone, and speed of all customer interactions.
- Monitor ticket quality, identify trends, and implement improvements.
- Take direct ownership of complex or sensitive issues, including phone-based resolution where appropriate.
- Manage and improve Trustpilot performance, including generating reviews and resolving negative feedback.
- Live Chat & Sales Support
- Use live chat as a key conversion channel, engaging customers pre-purchase.
- Provide knowledgeable, fast responses that support sales as well as service.
- Logistics & Escalations
- Act as the primary point of contact for delivery partners.
- Resolve high-impact issues such as lost or delayed shipments.
- Escalate and manage disputes with couriers, ensuring accountability and resolution.
- Commercial & Operational Support
- Manage order processing and compliance for key retail partners.
- Oversee the returns process end-to-end, including authorisation, coordination with 3PL partners, and refunds via Shopify.
- Ensure operational accuracy to avoid penalties and maintain strong partner relationships.
Requirements
- 2+ years’ experience in customer support or e-commerce operations.
- Strong verbal communication skills, with confidence handling escalations via phone.
- Experience with helpdesk platforms such as Gorgias (or similar).
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using Shopify.
- Knowledge of logistics, couriers, 3PLs, or freight operations.
About You
- Confident and proactive communicator who is comfortable picking up the phone.
- Highly detail-oriented, with a strong focus on accuracy and follow-through.
- Able to take ownership and see tasks through to completion.
- Quick-thinking and adaptable across different types of customer and operational issues.
- Customer-focused, with a strong sense of accountability.
- Resilient under pressure and able to maintain high standards in a fast-paced environment.
Customer Service Lead in Slough employer: develop
As a Customer Service Lead in our London office, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. We offer a competitive salary alongside a comprehensive benefits package, fostering a culture of collaboration and innovation where your contributions directly impact customer satisfaction and business success. Join us to lead a passionate team while enjoying the flexibility of a hybrid work model, ensuring a healthy work-life balance in one of the world's most vibrant cities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at develop. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like develop before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Lead in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to develop:Your cover letter is your chance to shine! Tell us why you want to work at develop specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at develop!
How to prepare for a job interview at develop
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
