E-commerce Customer Experience Lead

Elevation Recruitment Group; Wetherby; On-site; GBP 40,000 - 52,000; Full time

Job summary

Elevation Recruitment Group is seeking a Customer Service Manager for a growing online retail business. This hands-on leadership role will manage a small team, oversee complex customer complaints and help improve the overall customer experience.

You will work closely with Operations and other departments to ensure service excellence, monitor KPIs, and identify opportunities to enhance processes, performance and customer satisfaction across the business.

Qualifications

• Experience managing a customer service team.
• Strong knowledge of consumer rights legislation.
• Experience handling complex customer complaints.
• Excellent communication and cross-department collaboration.

Responsibilities

• Lead, coach and develop a small customer service team with regular meetings.
• Manage escalated customer complaints and resolutions compliant with consumer rights.
• Monitor KPIs and produce weekly/monthly management reports.
• Analyze feedback and trends to drive service improvements.
• Collaborate with warehouse, logistics and other departments to resolve issues.
• Plan workloads, rotas, holidays and absence to maintain service levels.
• Support onboarding and development during busy trading periods.
• Lead team meetings and communicate priorities to colleagues.
• Identify opportunities to improve service processes and customer experience.

Skills

Team leadership

KPI tracking

Data-driven decisions

Stakeholder collaboration

Job description

Elevation Recruitment Group is seeking a Customer Service Manager for a growing online retail business. This hands-on leadership role will manage a small team, oversee complex customer complaints and help improve the overall customer experience.

You will work closely with Operations and other departments to ensure service excellence, monitor KPIs, and identify opportunities to enhance processes, performance and customer satisfaction across the business.