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