Omnichannel Customer Service & Aftersales Supervisor in City of Westminster

The Omnichannel Customer Service & Aftersales Supervisor supports the Omnichannel Customer Services Manager in overseeing the end-to-end post-purchase customer journey. This role is responsible for ensuring exceptional service delivery, operational efficiency, and process consistency across customer service and aftersales functions. Key areas of responsibility include:

• Managing aftersales operations and customer cases
• Supervising service delivery across internal and outsourced teams
• Supporting digital innovation and customer experience initiatives
• Driving continuous process improvement
• Providing line management and development support to direct reports, Aftersales
• Manage all eCommerce aftersales queries, including product assessments, repairs, exchanges, and write-offs.
• Coordinate with warehouses, repair centres, factories, suppliers, and internal teams to ensure timely resolution of cases.
• Accurately record all aftersales activity within the aftersales portal.
• Review, recommend, and implement process improvements to enhance efficiency and ensure customer delivery commitments are met.
• Serve as the primary point of contact for external aftersales partners and stakeholders.
• Produce and distribute weekly and monthly aftersales performance and spend reports.
• Analyse recurring aftersales issues and identify opportunities to improve the customer experience.
• Deliver training to Customer Service and Warehouse teams on aftersales policies, procedures, and best practices.

Customer Service

• Support the Omnichannel Customer Services Manager in reviewing and enhancing customer service processes, policies, and procedures.
• Maintain and update the customer-facing Help Centre and Zendesk Knowledge Base to ensure content is accurate, clear, and aligned with company policies.
• Develop and maintain standard response templates across customer channels and interaction types, ensuring alignment with brand tone of voice.
• Partner with multilingual Customer Service teams and contact centre management to ensure a consistent customer experience.
• Support Quality Assurance (QA) initiatives, including: QA strategy development Agent performance evaluations Calibration sessions with contact centre teams
• Analyse customer contact trends and support initiatives aimed at improving service and reducing escalations.
• Monitor and report on Customer Service KPIs and drive performance improvements with internal and external stakeholders.
• Act as an escalation point for complex customer queries and ensure escalation processes are clearly defined and followed.
• Support cross-functional projects and strategic initiatives, including operational readiness, communications, and implementation planning.
• Collaborate with the Omnichannel Customer Services Manager and Omnichannel Operations Manager on sensitive or highly escalated customer cases.

People Management

• Line manage the Customer Service & Aftersales Assistant.
• Provide day-to-day coaching, guidance, and development support.
• Set clear objectives and performance expectations.
• Conduct regular one-to-one meetings and contribute to formal performance reviews.
• Foster a positive, collaborative, and high-performing team culture.
• Act as a role model for customer service excellence and brand values.
• Proven experience within Customer Service and Aftersales operations, ideally in luxury retail, eCommerce, or omnichannel environments.
• Strong experience managing customer complaints and escalations.
• Technical product knowledge and experience working with repair centres, factories, or manufacturing partners.
• Strong understanding of eCommerce operations and omnichannel customer journeys.
• Experience working with contact centres and distribution centre operations.
• Advanced Microsoft Excel skills and experience producing operational and performance reporting.
• Experience using Zendesk, including: Reporting Workflow configuration Knowledge base management
• Demonstrated ability to improve customer service and aftersales processes.
• Excellent written and spoken English., Previous people management or supervisory experience.
• SAP experience.
• Experience with AI-enabled customer service tools and digital support channels.
• Additional language skills., Confident people manager with coaching and development experience.
• Strong team player who builds effective relationships across functions.
• Flexible and collaborative approach when working with internal and external stakeholders.

Analytical & Commercial

• Commercially aware with strong analytical capabilities.
• Comfortable using data to identify trends, make recommendations, and support decision-making.
• Quality-focused with strong attention to detail.

Customer Focus

• Passionate about delivering exceptional customer experiences.
• Skilled at handling complex issues with professionalism and empathy.
• Customer-centric mindset with a commitment to brand standards.

Communication & Organisation

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Highly organised and able to manage multiple priorities in a fast-paced environment.
• Self-motivated with the ability to take ownership and drive issues through to resolution.