Customer Care Supervisor in London

One Retail Group is an international online retailer, brand owner, and marketplace specialist. Our story is humble, growing from a single product launched in 2013, we now own multiple brands in the home appliance, lifestyle and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe. We work at pace, we learn fast, where necessary we fail fast. This role will provide you with the chance to leave your mark and make a difference to a very exciting company. We’re proud of our collaborative team and continued high standards as we work together to achieve our shared ambitious goals.

We are looking for a Customer Care Supervisor who will help us deliver an exceptional experience for every single customer who interacts with our brands. Our customers sit at the heart of everything we do, and this role is critical in ensuring we exceed their expectations every time. You will support our Customer Care Manager in overseeing the day to day running of our global Customer Care team, which is based across our London office, remote UK locations, and international hubs. This is a hands-on leadership role. You will be responding to tickets alongside the team, managing escalations, coaching advisors, and setting the standard for quality, empathy and pace. You will play an important role in shaping internal processes, supporting training, and ensuring our knowledge bases remain accurate, useful and easy for customers to navigate. This role suits someone who is energetic, calm under pressure, highly organised and driven to improve the customer journey. You will work closely with teams across the business to surface insights, solve problems, and contribute directly to improving our products, performance and overall customer experience.

Key Responsibilities

• Support the Customer Care Manager with the day to day supervision of the Customer Care team, ensuring high levels of productivity and consistently excellent service.
• Lead by example by responding to customer tickets, managing escalations, complex queries and sensitive customer situations.
• Support ongoing training, coaching and feedback to drive continuous improvement across quality, tone of voice and efficiency.
• Onboard and train new Customer Care team members to ensure they ramp up effectively and understand internal expectations.
• Build, document and maintain clear internal workflows and processes to ensure the team operate efficiently, consistently and with confidence.
• Manage and maintain the internal Customer Care knowledge base, ensuring it is always up to date, clear and aligned with our latest products, policies and processes.
• Work collaboratively with other departments including Operations, Product, Quality and E-commerce to resolve issues, fix recurring problems, and identify opportunities for improvement.
• Provide structured insights to internal teams, helping to highlight trends, recurring issues, product gaps and opportunities to elevate the customer experience.
• Support the development of a strong reporting cadence that ensures the Customer Care team is always aligned with wider business priorities.

Ideal Candidate

• Over 2 years of experience as a senior advisor or supervisor within a Customer Service environment.
• Highly empathetic, people focused and an excellent communicator with strong written and verbal skills.
• Comfortable managing complex customer queries and difficult escalations with calmness, clarity and a solutions led approach.
• Highly organised, resilient and adaptable, able to prioritise effectively in a fast paced environment with fluctuating volumes.
• Strong attention to detail with a commitment to maintaining high standards of quality and consistency across customer communication.
• Comfortable working across multiple brands and marketplaces, adapting to different policies, customer expectations and tone of voice requirements.
• Experienced using Helpdesk tools such as Zendesk or Gorgias.
• Experience within e-commerce or marketplace led businesses is preferred, although not essential.
• A proactive problem solver who takes ownership, looks for opportunities to improve processes and enjoys working collaboratively with cross functional teams.