We are looking for a hands-on Customer Service and Operations Lead to help us ensure that our team provides excellent customer service to our customers and in-store colleagues. If you’re a people person with excellent customer service, organisational skills, as well as supervisory or management experience, we want to hear from you!
The successful candidate will work with our Digital Operations Manager to ensure that we provide excellent service to our customers whilst also working with and supporting internal colleagues.
As well as assisting our customers, this role will support our team of Advisors as the first point of contact for any enquiries or escalations, as well as through coaching and development. In addition, the Customer Service and Operations Lead will own the online refunds process as well as produce and analyse MI reports.

• Using telephone, email, and live chat to help customers
• Responding to and resolving customer issues/complaints
• Acting as the point of escalation for team members
• Responding to reviews/feedback/payment disputes
• Processing of refunds, manual sales, and associated administrative procedures
• Allocation of workload to ensure key tasks are prioritised and completed appropriately
• Building excellent relationship with internal colleagues, hub management and store teams
• Work closely with our warehouse teams to troubleshoot problems and ensure customer orders flow as expected
• Coaching and developing Customer Service Advisors
• Proactively identifying areas of improvement within the department
• Performing administrative tasks, generating MI reports, and analysis of data
• Ownership of team rotas
• Flexible and can-do attitude to change with the needs of the business