At a Glance
- Tasks: Lead customer service, manage agents, and resolve issues while ensuring top-notch service quality.
- Company: Dynamic startup with a focus on customer satisfaction and growth.
- Benefits: Competitive salary, hybrid work, unlimited holiday, and wellness support.
- Other info: Enjoy regular socials, free lunches, and exposure to industry leaders.
- Why this job: Own a vital role in a fast-paced environment and make a real impact from day one.
- Qualifications: 2+ years in customer support, strong communication skills, and detail-oriented mindset.
The predicted salary is between 40000 - 50000 £ per year.
We're looking for someone to take full ownership of our customer service as we grow. This is a player-manager role: you'll be hands-on in tickets while managing our customer service agents and acting as the main link between customers, logistics partners, and the rest of the team. You need to be obsessed with the details and willing to pick up the phone. The job isn't just resolving issues. It's proactively auditing our service channels, catching errors before they escalate, and making sure our delivery network does what it promises.
Key Responsibilities
- Frontline Support and Team Management: You're expected to be online and active throughout the working day. Our agents handle most of the volume, but you'll personally pick up and resolve around 20% of tickets daily, stepping in where needed. We handle 200+ tickets per day across all channels and you need to absorb that without the quality dropping. Mental agility is non-negotiable. An agent escalation, a courier dispute, a returns query, and a Trustpilot response can all land in the same hour. We don't expect you to come to us for every answer. We expect you to think it through and act.
- Service Standards and Quality Control: You're responsible for the accuracy, tone, and speed of every customer interaction. You'll regularly dip into ticket histories to check quality, spot errors, and correct them before they become habits. When a ticket involves a sensitive issue or a confused customer, you pick up the phone. A two-minute call resolves what ten emails won't. You own our Trustpilot score: generating reviews, responding to negatives, digging into root causes, and flagging trends to the team. Hitting the highest possible score is a KPI.
- Live Chat as a Sales Channel: A lot of our customers use live chat before they buy. This is a sales tool as much as a support one. You treat every interaction as a chance to convert, responding quickly and knowing the product well enough to give real answers.
- Logistics and Escalation Management: Complex issues stop with you. Lost high-value items, courier disputes, urgent resolutions. You're the main contact for our delivery partners, chasing missing parcels, investigating delays, and holding couriers accountable when things go wrong.
- Commercial and Retail Operations: You own the admin flow for our key retail partners, John Lewis and Argos: logging into their portals, accepting orders, booking delivery slots, and staying 100% compliant to avoid fines. You manage the returns process end to end: authorising returns on policy, instructing our 3PL on grading and restocking, and processing refunds in Shopify.
Who We're Looking For
Experience matters less than attitude. We care far more about how you think than where you've worked. If you're looking to break into the startup world and want a role where you'll own something real from day one, this is it. You'll be expected to make decisions, flag problems before they escape, and bring your own thinking to every situation. If you need to be told what to do next, this probably isn't the right fit.
- 2+ years in customer support or e-commerce operations
- Strong verbal communication skills; comfortable handling escalations by phone
- Experience with Gorgias or similar helpdesk software
- Proficiency in Shopify (highly desirable)
- Experience with couriers, 3PLs, or freight forwarders
Who You Are
- Confident on the phone. You'll talk to frustrated customers, warehouse managers, and courier reps. You don't hide behind email when a call would be quicker.
- Detail obsessed. You spot the wrong tracking number, the missed follow-up, the unanswered escalation. Good enough isn't your standard.
- A finisher. You track things until they're done. Not nearly done. Done.
- Quick. Fast to respond, fast to think, fast to move. People notice when you're not.
- Proactive. You see problems forming and deal with them. You don't wait to be told.
- Adaptable. A B2C complaint, a B2B deadline, a Trustpilot dispute. You can switch between them without losing your thread.
- Customer obsessed. A delivery exception isn't just a status update. It's someone waiting for something. You treat it that way.
- Resilient. You can handle pressure without losing your cool.
Benefits
- Competitive salary
- Hybrid working from our London HQ (at least 2 days WFH per week)
- Free MAGIC Mirror and accessories (worth £2,000+)
- Unlimited holiday
- Mental health and wellbeing support
- Hardware budget (new MacBook or equivalent)
- Learning and development budget
- Exposure to investors and athletes
- Weekly free lunch and daily barista coffee in office
- Regular socials
Customer Service Lead in London employer: Magic Fitness
Join a dynamic team in our London HQ as a Customer Service Lead, where you'll not only manage a dedicated group of customer service agents but also engage directly with customers to ensure exceptional service. We pride ourselves on a vibrant work culture that values mental agility and proactive problem-solving, offering competitive salaries, unlimited holiday, and a strong focus on employee growth through learning and development budgets. With unique perks like a free MAGIC Mirror, regular socials, and hybrid working options, we create an environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead in London
✨Tip Number 1
Get to know the company inside out! Research their customer service approach and values. This way, when you chat with them, you can show you're not just another candidate but someone who genuinely gets what they're about.
✨Tip Number 2
Practice your phone skills! Since this role involves a lot of direct communication, grab a friend and do some mock calls. This will help you feel more confident when handling escalations or tricky situations during the interview.
✨Tip Number 3
Be ready to share examples from your past experiences. Think of specific times when you’ve resolved customer issues or improved service quality. This shows you’re proactive and detail-oriented, just like they want!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and taking ownership of your role.
We think you need these skills to ace Customer Service Lead in London
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. We want to see that you're not just looking for a job, but that you genuinely care about helping customers and improving their experience.
Be Specific About Your Experience:Don’t just list your previous roles; share specific examples of how you've handled customer issues or improved service standards. We love seeing real-life scenarios where you’ve made a difference!
Highlight Your Problem-Solving Skills:Since this role involves tackling complex issues, make sure to mention times when you've proactively resolved problems. We’re looking for someone who can think on their feet and act decisively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Magic Fitness
✨Know Your Stuff
Make sure you’re well-versed in the company’s customer service processes and tools, especially Gorgias and Shopify. Familiarise yourself with common customer issues and how to resolve them quickly. This will show that you’re proactive and ready to hit the ground running.
✨Show Off Your Communication Skills
Since this role involves a lot of phone interactions, practice your verbal communication. Be prepared to demonstrate how you would handle escalations or tricky customer situations. Think about examples from your past experiences where you turned a negative interaction into a positive one.
✨Be Detail-Oriented
Highlight your attention to detail during the interview. Prepare to discuss how you’ve caught errors in the past or improved service quality. You might even want to bring up specific metrics or KPIs you’ve worked with to back up your claims.
✨Demonstrate Your Proactivity
Think of instances where you identified potential problems before they escalated. Share these examples to illustrate your proactive mindset. The interviewers will appreciate your ability to foresee issues and take action without waiting for direction.
