At Easy Panels, we're a fast-growing eCommerce business committed to delivering top-quality products and exceptional service to our customers. As we continue to expand, we're looking for a motivated and experienced Office Team Leader to lead our customer support team and help us maintain the highest standards of service.
-----------------------------------
The Role
As Office Team Leader, you'll oversee the day-to-day operations of the customer service team. Your focus will be on ensuring timely and effective resolution of queries, escalations, and disputes, while continuously developing the team and improving internal processes. You'll also be responsible for supporting and applying HR practices within the department, including performance appraisals and formal procedures when necessary.
-----------------------------------
Key Responsibilities
· Lead the customer service team, fostering a positive, collaborative work environment
· Distribute workload and delegate tasks to ensure efficient and timely customer responses
· Handle escalated customer issues with professionalism, empathy, and problem-solving expertise
· Manage and respond to PayPal and Shopify disputes in a timely and accurate manner
· Respond to Trustpilot and Google reviews with appropriate, professional messaging
· Ensure all customer communications are clear, accurate, and timely
· Maintain up-to-date knowledge of UK consumer rights and apply them appropriately
· Provide updates to customers regarding orders, delays, or issues
· Monitor team performance, offer feedback, and implement continuous improvements
· Carry out regular staff performance appraisals and one-to-one reviews
· Handle HR-related responsibilities such as investigations, disciplinaries, and following internal procedures in line with company policy
· Support the development of a strong and accountable team culture
-----------------------------------
Requirements
· Proven experience in a customer service in a supervisory role
· Practical experience with HR procedures including appraisals, investigations, and disciplinaries
· Strong knowledge of PayPal, Shopify, and their dispute resolution processes
· Excellent understanding of consumer rights and customer service best practices
· Calm and professional approach when handling pressure or challenging situations
· Outstanding written and verbal communication skills
· Strong leadership and interpersonal skills
· Highly organised with the ability to prioritise tasks and delegate effectively
· Solution-oriented mindset with adaptability to changing circumstances
· A team player with a genuine customer-first attitude
-----------------------------------
What We Offer
· Competitive salary
· Supportive environment in a growing eCommerce business
· Opportunities for professional development and career progression
· Collaborative and inclusive workplace culture
Job Types: Full-time, Permanent
Benefits:
* Company pension
* On-site parking
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Company pension
* On-site parking
Ability to commute/relocate:
* Aberdare CF44: reliably commute or plan to relocate before starting work (required)
Experience:
* Team Leader: 1 year (required)
Work Location: In person