At a Glance
- Tasks: Lead customer service, manage agents, and resolve issues while ensuring top-notch service quality.
- Company: Dynamic startup focused 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.
- Qualifications: 2+ years in customer support, strong communication skills, and detail-oriented mindset.
The predicted salary is between 35000 - 45000 £ 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.
Requirements
- 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 escalate, 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
Join a dynamic and innovative team as a Customer Service Lead, where you'll have the opportunity to take ownership of our customer service operations in a vibrant London setting. We offer a competitive salary, hybrid working arrangements, unlimited holiday, and a strong focus on mental health and wellbeing, ensuring you thrive both personally and professionally. With a commitment to employee growth through learning budgets and exposure to industry leaders, this role is perfect for those looking to make a meaningful impact in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead in London
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your pitch! When you get the chance to chat with someone about the role, be ready to explain why you're the perfect fit. Highlight your customer service experience and how you can bring value to the team.
✨Tip Number 3
Be proactive during interviews. Don’t just wait for questions; ask insightful ones that show you’re genuinely interested in the company and its challenges. This will help you stand out as someone who’s ready to take ownership.
✨Tip Number 4
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 ready to dive into the customer service world with us.
We think you need these skills to ace Customer Service Lead in London
Some tips for your application 🫡
Show Your Passion: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:Use specific examples from your past experiences to demonstrate your skills. Whether it's handling a tricky customer situation or managing a team, we love to see how you've tackled challenges head-on.
Tailor Your Application:Make sure to tailor your application to the role. Highlight your relevant experience in customer support or e-commerce operations, and show us how your skills align with what we're looking for in a Customer Service Lead.
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’re considered for the role. Plus, it shows us you’re proactive, which is exactly what we’re after!
How to prepare for a job interview at MAGIC
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Lead role. Familiarise yourself with the key responsibilities and think about how your experience aligns with them. Be ready to discuss specific examples of how you've handled customer service challenges in the past.
✨Show Off Your Communication Skills
Since this role involves a lot of phone interaction, practice articulating your thoughts clearly and confidently. Prepare for potential scenarios where you might need to handle escalations or sensitive issues over the phone. Demonstrating your verbal communication skills will be crucial.
✨Be Detail-Obsessed
Highlight your attention to detail during the interview. Share instances where you caught errors before they escalated or improved service quality. This will show that you embody the detail-oriented mindset they're looking for and can maintain high standards in customer interactions.
✨Demonstrate Proactivity
Prepare to discuss how you've proactively identified and solved problems in previous roles. Think of examples where you took the initiative to improve processes or enhance customer satisfaction. This will resonate well with their need for someone who doesn't wait to be told what to do.
