At a Glance
- Tasks: Lead a dynamic customer service team and enhance the customer experience.
- Company: Join a growing luxury ecommerce brand with a focus on excellence.
- Benefits: Competitive salary, professional development, and career progression opportunities.
- Other info: Fast-paced role with opportunities to innovate and improve processes.
- Why this job: Shape the future of customer service in a luxury environment.
- Qualifications: Experience in customer service leadership and a passion for team development.
The predicted salary is between 40000 - 45000 £ per year.
Customer Service Lead - Luxury Ecommerce Brand - £40-45k
Lead our customer service team and help shape an exceptional customer experience.
We're looking for an experienced and motivated
Customer Service Lead to join our growing luxury ecommerce business.
This is an exciting opportunity for someone who is passionate about customer service and enjoys leading, developing and inspiring a small team.
As Customer Service Lead, you'll oversee the day-to-day operation of our customer service function, managing a team of two while driving productivity, service excellence and continuous improvement.
You'll work collaboratively across the business to ensure every customer interaction reflects our brand values and contributes to an outstanding customer experience.
Key Responsibilities
- Team Leadership
- Lead, motivate and support a team of two Customer Service & Data Specialists, creating a positive, collaborative and high-performing culture.
- Set clear objectives, monitor team performance and productivity, and ensure service levels are consistently achieved.
- Conduct regular coaching, feedback and development sessions to help team members grow and succeed.
- Manage workloads, prioritise tasks and allocate resources effectively to meet business demands.
- Champion the customer service vision across the business, promoting a customer-first mindset in every interaction.
- Identify training needs and support the onboarding and development of new team members.
- Customer Experience
- Take ownership of the customer journey across all touchpoints, ensuring a consistently high standard of service.
- Act as the escalation point for complex customer enquiries and complaints, resolving issues professionally and efficiently.
- Build strong relationships with customers and trade partners by delivering personalised, solutions-focused support.
- Monitor customer feedback, identify trends and implement improvements to enhance customer satisfaction.
- Operational Excellence
- Analyse customer service performance, reporting on KPIs and using data to drive continuous improvement.
- Identify opportunities to improve processes, systems and ways of working to increase efficiency and enhance the customer experience.
- Collaborate closely with Sales, Marketing, Product and Operations teams to deliver a seamless customer journey.
- Maintain expert knowledge of our products, services and policies to support both customers and the wider team.
- Oversee the creation and maintenance of product data, specifications and imagery for customer and trade use.
- Manage correspondence with suppliers, sales representatives and other business partners where required.
About You
You'll be an experienced customer service professional who enjoys leading people and improving processes.
You'll be comfortable balancing day-to-day operational responsibilities with coaching your team and driving continuous improvement.
You'll have
- Previous experience leading or supervising a customer service team.
- A proven ability to motivate, coach and develop others.
- Strong organisational skills with the ability to manage priorities in a fast-paced environment.
- Excellent communication and relationship-building skills.
- A customer-first approach with excellent problem-solving abilities.
- A proactive mindset and a passion for improving both team performance and customer experience.
Skills & Experience
- Experienced in customer service, customer experience or customer operations.
- Previous team leadership or supervisory experience is essential.
- Experience using Shopify B2B or a similar e-commerce platform (essential).
- Strong experience using CRM systems and customer service software.
- Proficiency in Microsoft Office.
- Excellent analytical skills with experience reporting on customer service KPIs.
- High attention to detail and strong administrative skills.
- Knowledge of retail sales principles.
- Experience within the lighting or homewares industry is advantageous but not essential.
What We Offer
- Competitive salary and benefits package.
- The opportunity to shape and lead our customer service function within a growing luxury ecommerce brand.
- Ongoing professional development and career progression opportunities.
If you're an experienced customer service leader who enjoys developing people, improving processes and delivering exceptional customer experiences, we'd love to hear from you.
Apply now!
Customer Service Lead in London employer: Source
Join a pioneering HealthTech company that champions proactive healthcare and offers a dynamic work environment where innovation thrives. With fully remote or hybrid options available, you will enjoy the flexibility to work from anywhere while being part of a collaborative team that values creativity and experimentation. The company provides stock options, access to health insurance, and genuine opportunities for personal and professional growth, making it an ideal place for passionate marketers eager to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Source. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Source before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Source:Your cover letter is your chance to shine! Tell us why you want to work at Source specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Source!
How to prepare for a job interview at Source
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
