WHAT WILL YOU GET FROM US?

• Fantastic training to help you complete your role and be the best you can be, with the option to continue your development into a more senior role, if you choose to progress within the business
• A great Team to work with where you can progress and make a difference at all levels
• Ongoing incentives to reward your performance
• Fun working environment with regular social events
• Eligible to join the enhanced pension scheme after 12 month’s service but auto enrol after 3 month’s service
• Generous discount at London Graphic Centre and the other brands within the Theo Paphitis Retail Group

WHAT ARE WE LOOKING FOR FROM YOU?

• 3+ years’ experience in customer service, ideally within retail or e-commerce
• Previous leadership or team supervisor experience
• A passion for great customer experiences and a natural instinct for problem solving
• Strong communication skills - confident, calm and clear in any situation
• Highly organised, with the ability to juggle multiple priorities and deadlines
• Tech-savvy - comfortable with CRM systems, order management tools, and reporting dashboards
• A proactive mindset, always looking for ways to improve the way we do things

WHAT IS THE ROLE?

We’re growing - and fast. To help us build deeper relationships with our customers, we’re looking for a Customer Experience Team Leader to take ownership of the entire customer journey across all channels.
This is more than a customer service role. You’ll lead a small, agile team that handles everything from day-to-day support to proactive customer engagement. You’ll be a voice of the customer in the business - championing insights, improving processes, and ensuring we deliver a consistent, premium experience that sets us apart in the creative sector.

WHAT WILL YOUR KEY RESPONSIBILITIES BE?

• Lead, mentor, and motivate the Customer Experience team to deliver friendly, fast, and solutions-focused service
• Ensure every interaction - by phone, email, web, or social - reflects our brand tone and values
• Personally handle complex issues, complaints, and escalations with empathy and ownership
• Create a positive, collaborative team culture based on continuous learning, accountability, and customer-first thinking
• Map and monitor the full customer journey - identifying pain points and opportunities to surprise and delight
• Implement customer feedback loops (surveys, Trustpilot, etc.) and turn insights into improvements
• Report on key KPIs and customer sentiment - from response times and resolution rates to CSAT/NPS
• Collaborate with ecommerce, operations, and retail teams to improve cross-channel consistency
• Collaborate closely with the fulfilment team to ensure orders are processed and delivered accurately and on time - highlighting issues that may impact the customer experience
• Take ownership of service-level targets and refine internal processes to reduce friction
• Ensure online customer queries (including reviews and social comments) are responded to promptly and professionally
• Support the development of our B2B customer base through excellent service and proactive account management