Working Pattern: 40 hours per week, Monday to Sunday, Shift Pattern
Reporting To: Co-founders
Salary: On target earnings of £34,000pa
(This is a base salary of £31,000 and bonus up to £3,000, paid biannually)
About Us
At Nutrition Geeks, our mission is to make high-quality nutrition and supplements accessible and affordable to everyone.
We are a fast-growing nutrition and supplements business built on simple, effective products, strong customer experience and a practical, high-ownership culture. As we continue to grow, every role plays an important part in helping us deliver for our customers, improve how we work and achieve our long-term ambitions.
We are proud of the quality of our products and services, and we aim to match this with high standards of performance, conduct and teamwork across the business.
Job Purpose
The Customer Service Team Leader is responsible for leading, supporting and developing the Customer Service team to deliver a consistently high standard of service across all customer contact channels, including email, phone, social media and other platforms.
The role is responsible for ensuring customer enquiries are handled accurately, efficiently and in line with expected service levels, while supporting the team with complex cases, escalations, coaching and day-to-day workload management.
Working closely with the Customer Service Manager and wider departments, the Customer Service Team Leader will help improve team performance, customer experience, internal processes and communication across the business. The role requires a hands-on approach, including direct customer support where needed, while creating a positive, accountable and service-focused team environment.
Key Responsibilities
- Monitor the team's daily workload and ensure customer enquiries are responded to accurately and within expected response times.
- Manage customer escalations and complex cases, ensuring appropriate and timely resolutions.
- Review the quality and accuracy of customer responses and provide constructive feedback and coaching to team members.
- Monitor key customer service performance indicators, including response times, resolution times, productivity, customer satisfaction and quality standards.
- Conduct regular one-to-one meetings, coaching sessions and performance reviews with team members.
- Identify training requirements and support the onboarding and ongoing development of new and existing Customer Service Advisors.
- Ensure the team maintains strong knowledge of Nutrition Geeks products, promotions, policies and internal procedures.
- Support the team with product-related questions, order issues, delivery enquiries, refunds, returns and other customer concerns.
- Ensure accurate customer and order notes are maintained across relevant systems.
- Review recurring customer enquiries, complaints and feedback to identify trends and areas for improvement.
- Provide regular feedback and reports to management regarding team performance, customer trends, operational issues and potential improvements.
- Work closely with Operations, Logistics, Marketing, Quality, Product and other departments to resolve customer issues and ensure consistent communication.
- Help develop and improve customer service processes, templates, procedures and internal guidance.
- Ensure company policies and customer service procedures are followed consistently across the team.
- Support workload planning, shift coverage and allocation of responsibilities where required.
- Take ownership of urgent or sensitive customer cases and ensure appropriate follow-up through to resolution.
- Encourage a positive, collaborative and accountable team environment.
- Continue to handle customer enquiries directly when required, particularly during busy periods or when additional support is needed.
- Identify opportunities to improve efficiency through customer service systems, automation and technology.
- Other duties as may reasonably be assigned, consistent with the responsibilities of the position.
What We’re Looking For Skills, Experience and Behaviours
- Strong customer service experience, ideally within ecommerce, retail, FMCG or another fast-paced customer-focused environment.
- Confident handling customer enquiries across multiple channels, including email, phone, live chat and social media.
- Experience managing complaints, escalations or more complex customer cases.
- Able to support, coach and motivate team members to deliver a high standard of service.
- Strong written and verbal communication skills, with good attention to detail.
- Organised and able to prioritise workload during busy periods.
- Calm, professional and solutions-focused when dealing with difficult or urgent situations.
- Comfortable using customer service systems, order systems, CRM tools or similar platforms.
- Proactive in identifying improvements to processes, customer communication and team ways of working.
- Collaborative and able to work well with wider teams such as Operations, Logistics, Marketing, Product and Quality.
- Comfortable working in a fast-paced, growing business where priorities can change quickly.
- Reliable, punctual, and able to work independently.
- Team player, working collaboratively towards team and company goals.
