Customer Care Supervisor - Permanent, Full Time Office based in Belfast Are you passionate about customer experience, and team leadership? We're looking for a dedicated and engaging Customer Care Supervisor to join a growing retail brand known for its commitment to quality and style. This is an exciting opportunity for someone with a background in fashion or lifestyle retail who takes pride in delivering exceptional service and leading others to do the same. If you thrive in a fast-paced, customer-centric environment and love finding solutions that leave a lasting impression, we'd love to hear from you. The Role As a Customer Care Supervisor, you'll lead a small, dynamic team responsible for providing first-class support to customers both pre- and post-purchase. You'll ensure every interaction reflects the brand's tone, values, and commitment to excellence. You'll also work closely with retail stores, suppliers, and logistics teams to ensure smooth resolutions and seamless customer journeys. Key Responsibilities: Supervise and support the customer care team, ensuring a high standard of service across all communication channels (email, phone, and social). Handle escalated customer queries and complaints, ensuring empathetic, timely, and brand-aligned resolutions. Liaise with retail stores, warehouse, and suppliers to coordinate deliveries, exchanges, and returns efficiently. Oversee the management of customer orders, ensuring accuracy and attention to detail at every stage. Support the development and training of the customer care team, focusing on service excellence and product knowledge. Provide feedback to management on recurring issues, customer insights, and opportunities for process improvement. Maintain strong product knowledge across collections to confidently assist customers with style, sizing, and aftercare queries. Uphold brand presentation standards in all written and verbal communications, ensuring consistency with brand identity. Monitor team performance metrics and contribute to the continuous improvement of service delivery. The Person Essential Skills & Experience: Proven experience in a customer-facing or service leadership role within similar industry, or fashion, lifestyle, or premium retail. Strong leadership and coaching skills with the ability to motivate and support a team. Excellent written and verbal communication, with a warm, professional tone. Highly organised with strong attention to detail and the ability to manage multiple priorities. Confident using Microsoft Office and CRM systems. Calm and solutions-focused when handling challenging situations. For more information and a confidential chat please reach out to Jack Groves @ VANRATH VANRATH was founded in 2000 by Wayne Sullivan, a qualified accountant, when he discovered that professional recruitment services for accountants was not quite the experience he had expected. This was the 'light-bulb' moment that encouraged him to start a recruitment agency like no other. The goal was to recruit in the same way, and to the same standard, that an employer would recruit into their own business to ensure the client would get exactly what they required. VANRATH's first official home was on the 6th floor of Lesley Suites in Belfast City Centre which enabled the business to hit the ground running with the establishment of our Accountancy Recruitment Team. IT recruitment was VANRATH's next big venture, and by 2004 the team had grown into the largest IT recruitment business in Northern Ireland. In 2019, VANRATH secured a significant stake-holder investment from prominent Mercedes business owner and property investor Neil McKibbin FCA - who, as of 2024, has acquired 100% of the VANRATH business! As the business continued to grow, naturally the team also expanded and the need for additional office space was identified, which was when we bought Victoria House. This growth has been, and continues to be, supported through significant investment in marketing, our team and our clients and candidates. We look forward to what the next 24 years will bring. The best agency I've worked with to date! Robbie Lemon was unbelievably professional and supportive from start to finish. He listened to my needs and found a placement that was perfect for me. Robbie was thorough and prompt when I had any questions, was a pleasure to speak to, I really can't recommend him enough. If you're looking for a recruiter, look no further than Robbie because he's worth his weight in diamonds let alone in gold. Thanks for all your hard work and effort! Incredibly professional business. I had the pleasure of speaking to Conor Birch. I have been working in temporary positions for nearly two years and within the matter of days, Conor helped me secure an amazing permanent role. I could not thank him enough for this amazing opportunity. Conor made sure to contact me every step of the way even if it was just to check in with how I was feeling with regard to the role, I found Conor extremely friendly, efficient and supportive. I highly recommend Conor and VANRATH as a whole. The whole experience was amazing start to finish. Skills: customer service customer care Supervisor Team Lead manager support Belfast Benefits: Excellent Benefits (Industry Leading)