Customer Service Supervisor
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!