Welly Warehouse is widely recognised as the UK’s leading online retailer of wellington boots, with over 2 decades of experience online.

JOB OVERVIEW

We are looking for a Customer Service Supervisor to join our friendly e-commerce team in Buckshaw Village near Chorley.
With over 20 years’ experience in selling online, we are a well-established e-commerce company operating two busy, fast-growing websites.
The right candidate will be working in a fast-paced environment committed to delivering first-class customer service.

SKILLS

Key qualities that we are looking for in a canditate include:

• Strong leadership, organisational and communication skills
• Excellent telephone manner - friendly, confident and professional
• Strong customer focus
• Fluent in English, both written and spoken, with correct spelling and grammar
• Proficient in Microsoft Office tools and generally strong computer literacy skills
• Keen attention to detail and a high level of accuracy
• The ability to stay calm under pressure and prioritise workload in order to meet deadlines

KEY REQUIREMENTS:

• At least 2 years’ experience in a telephone/email-based customer service role
• A minimum of 5 GCSEs (Grade C or above), including Maths and English
• NVQ Level 2 in Customer Service (or similar) will be helpful, but is not essential

MORE ABOUT US:

We are a small team within a family owned business, based in Buckshaw Village near Chorley.
We operate two websites:
WELLY WAREHOUSE - www.wellywarehouse.co.uk
Widely recognised as the UK’s leading online retailer of wellington boots. With prices from £10 to over £400 per pair and specialist products on offer as well as basic wellies for all the family, we represent all of the biggest wellington boot brands on the market.
OUT OF THE CITY - www.outofthecity.co.uk
We sell premium brand country lifestyle clothing and footwear from brands such as Barbour, Joules, Hunter, Schoffel, Le Chameau, and Dubarry amongst others.
Job Type: Full-time
Pay: From £12.25 per hour
Expected hours: 40 per week

Benefits:

• Casual dress
• Free parking

Experience:

• Customer service: 2 years (required)

Work Location: In perso

Main duties will include:

• Leading and supervising the daily activities of the customer service team
• Upholding the highest standards of customer satisfaction and service quality
• Monitoring response times, phone/email volumes, reviews, and escalating issues as needed
• Coaching and developing other customer service team members
• Ensuring the accurate handling of customer communications across all channels
• Managing complaints swiftly and effectively
• Processing warranty claims on behalf of customers and liasing with manufacturers and suppliers in order to resolve warranty issues
• Maintaining and monitoring departmental records, metrics and KPIs
• Coordinating and performing a broad variety of administrative tasks