Customer Service Lead

Equals One Ltd; Ealing; On-site; GBP 28,000 - 33,000; Full time

Job summary

A footwear company is seeking a Customer Service Lead to manage communications across multiple channels including email and Instagram. This role demands proven customer service experience, preferably in retail or fashion, and familiarity with tools like Gorgias. Key responsibilities include providing exceptional service, tracking products using Shopify, and assisting in-store as needed. This full-time position is based in Acton, London with competitive salary and opportunities to work in a dynamic environment.

Benefits

Competitive salary

Dynamic work environment

Passionate team

Qualifications

• Proven experience in a customer service role, preferably in retail or fashion.
• Familiarity with Gorgias or similar inbound message tools is mandatory.
• Excellent verbal and written communication skills.

Responsibilities

• Manage communications via email, telephone, and Instagram.
• Provide outstanding customer service and resolve inquiries.
• Assist with maintaining a database of product returns.

Skills

Customer service experience

Familiarity with Gorgias

Verbal and written communication

Problem-solving ability

IT skills

Multitasking

Tools

Gorgias

Shopify

Microsoft Excel

Google Sheets

Job description

Customer Service Lead

Salary: A£28k pa

Location: Acton, west London W3 - full time office based

Hours: 9am to 5pm daily (some flexibility in finish time may be available to support local candidates with school/childcare commitments.)

You must be eligible to work in the UK.

Company Overview

Esska Shoes is a dynamic and growing footwear company committed to delivering high-quality, stylish, and comfortable shoes. We are looking for a dedicated and experienced Customer Service Advisor to join our team and contribute to our continued success.

Role Overview

As the first point of contact for our valued customers, you will manage communications via email, telephone, and Instagram, ensuring exceptional service across all channels. In addition to your digital responsibilities, you will also serve customers in our Esska shop, providing a seamless in-person experience. Proficiency in using Gorgias or a similar inbound ticketing tool (e.g. Zendesk) is essential for this role.

You will assist the wider operations team with projects such as maintaining a database of product returns, assisting stock takes, liaising with the warehouse and pick/pack team, and generating reports based on customer satisfaction, product requests, and feedback.

Key Responsibilities

• Act as the initial point of contact for all customer communications, including email, telephone calls, and Instagram messages.
• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Utilize Gorgias inbound message tools to manage and track customer interactions efficiently.
• Track customer purchases and returns using Shopify and SWAP returns.
• Assist in the Esska shop as needed, offering product knowledge, helping customers find their perfect fit, and processing transactions.
• Maintain a positive and professional attitude, ensuring each customer feels valued and heard.
• Collaborate with team members to continuously improve customer service processes and strategies.
• Stay updated on Esska's product offerings, promotions, and policies to provide accurate information to customers.
• Handle customer complaints with empathy and elevate issues to higher management when necessary.

Qualifications / Skills

• Proven experience in a customer service role, preferably within the retail or fashion industry.
• Familiarity with Gorgias or similar inbound message tools is mandatory.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Friendly, approachable, and professional demeanour.
• Strong IT skills, especially with Gorgias, SaaS platforms, and Microsoft Excel/Google Sheets.
• Additional qualifications in customer service or related fields are a plus.

Personal Attributes

• Detail-oriented with a focus on accuracy and efficiency.
• Strong communication and interpersonal skills.
• Proactive and self-motivated with a hands-on approach.
• Ability to work collaboratively with cross-functional teams.
• Commitment to continuous improvement and operational excellence.

What We Offer

• Competitive salary.
• Opportunity to work with a passionate and dedicated team.
• A dynamic work environment.

If you are a results-driven operations professional with a passion for excellence and a desire to make a significant impact, we would love to hear from you. Please submit your resume and cover letter.