Want to take your career to the next level with a fast-growing online retail business? Are you ambitious, customer-focused, and ready to lead a team to new heights? This is your chance to shape the future of customer service at a progressive, expanding company that’s transforming the way people shop. Here’s what you need to know. Key Responsibilities: · Act as a senior point of contact for customer enquiries, issues, and complaints, resolving them promptly and to the highest standard · Lead by example — working hands-on with the team across CRM, email, marketplaces, and social media channels · Manage service across multiple channels, including resolution cases, returns, and customer feedback · Develop processes, reporting, and training to improve efficiency, service quality, and consistency · Proactively identify recurring issues and escalate them to the wider business to protect brand reputation and enhance customer satisfaction · Act as the escalation point for complex or high-priority cases, liaising with internal teams and external partners · Monitor KPIs, reporting regularly on performance and ensuring the department keeps pace with business growth About You: · Minimum 3 years’ customer service experience, with at least 1 year in a senior or supervisory role · Comfortable working hands-on in a busy customer service fu...