Customer Service Supervisor

JR United Kingdom; Tewkesbury; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Join a Dynamic team at a leading retail lifestyle brand as a Customer Service Supervisor in Tewkesbury. This role involves ensuring outstanding customer service while managing a talented team. Benefits include hybrid working, professional growth opportunities, and a supportive team environment, alongside generous annual leave and employee discounts.

Benefits

25 days annual leave plus bank holidays

50% employee discount on full price items

Opportunities for professional growth and skill development

Collaborative and supportive team environment

Input and impact in the organization

Qualifications

• Excellent communication skills to interact with customers and team members.
• Ability to meet tight deadlines and cope under pressure.
• Flexible to meet business needs, especially during peak periods.

Responsibilities

• Oversee customer service team and ensure excellent service.
• Handle incoming customer queries and resolve issues.
• Train and upskill customer service colleagues.

Skills

Communication skills

Organizational skills

Multitasking

Teamwork

Job description

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Location: Head Office, Tewkesbury (Hybrid working options available)

Contract type: Permanent

Hours: 35 hours per week, Monday to Friday (with occasional weekends in peak periods)

Salary: Up to £30k

Join the Shoal at Weird Fish! We are a talented and Dynamic team who work hard and represent the retail lifestyle brand we love. We offer something different from the norm, a sense of fun, an eye for practicality and plenty of style and quality. We are looking for a passionate individual to join the team, to help us grow and shape the exciting journey we are on.

We are seeking a talented Customer Service Supervisor to join our central team. You will be operationally strong, ensuring excellent customer service, and have great communication skills.

Your key areas of focus:

• Answering incoming calls to the customer services line and resolving customer queries.
• Communicating with customers professionally by telephone, live chat and email.
• Internally communicate with stakeholders across the business functions including Retail, Ecommerce and Buying colleagues.
• Management of Marketplace customer communication across our growing marketplace retailers.
• Ownership of Trustpilot.
• Supporting the management team with various admin tasks.
• Being flexible about duties to meet customer needs which may include online data improvement, utilising our content management system.
• Working to targets to achieve SLA’s and reporting on the results.
• Supervision and management of the customer service team.
• Train and upskill customer service colleagues as needed.
• Build and foster a positive work environment.

What our Shoal needs:

• Excellent communication skills to interact with customers and team members.
• Flexible to meet the needs of the business. Although this role is predominantly Monday - Friday. During our peak periods, some weekend working might be expected.
• Highly motivated and confident individual who possesses excellent written and verbal communication skills.
• Good organisational and planning skills and the ability to multitask.
• You will need to be able to cope under pressure and work to tight deadlines, whilst still ensuring attention to detail and accuracy.
• The ideal candidate will be personable and collaborative. Someone who thrives working in a team environment.

What We Offer:

• Hybrid working with a minimum of 2 days a week in the office.
• Opportunities for professional growth and skill development.
• Ability to have input and impact in our organisation.
• A collaborative and supportive team environment.
• 25 days annual leave, plus bank holidays. Annual leave entitlement increases with length of service increments.
• 50% employee discount on full price items.

If you are passionate about delivering exceptional customer service and have the skills and experience, we’re looking for, we’d love to hear from you!