Job Title:
Customer Care Supervisor
Department:
Customer Care
Contract type:
Permanent
Location:
Based in The Fold's Bermondsey Head Office, hybrid (4 days a week in the office)
About The Fold
The Fold is a British womenswear brand redefining modern luxury workwear for today's career woman. With a multi-channel presence—led by e-commerce and with 2 London stores in Chelsea and the City, we've built a loyal global following particularly in the UK and US. Together with our investors, we're ready for further international growth expanding our mission to empower women worldwide.
Role Purpose:
You will be a people-focused leader with a passion for communication and delivering an exceptional customer experience that reflects our brand values. As Customer Care Supervisor, you will guide and inspire the team to consistently provide outstanding service, while monitoring performance and sharing key insights with the wider business. You will take ownership of the customer journey across all communication channels, driving service level improvements and ensuring smooth, effective collaboration between customers, the team, and the wider organisation.
Areas of responsibility:
1. Customer Care
* Holding weekly team meetings to update on trade notes actions and other departmental updates
* Updates the team on contact SLA's targets and reviews failure to reach
* Working shifts on the phones and on emails to support the team and better understand our customer interactions
* Point of escalation for customer issues/ interactions to help diffuse situations and review best practice
* Works with eComm to keep information updated online in accordance with service updates (FAQ's etc…)
* Reporting the CC teams KPI's to the wider business at
* trade on a weekly basis
•Phone data (call volume, missed calls, reason for calls)
•Email data (volume, response time, NPS score, reason for contact)
•CCSale data
* Reacting to this data with Head of CX to understand how to improve our internal team metrics
* Highlights any customer UX issues to relevant teams, sources data to support customer claims and comes up with resolutions
* Ensures the correct company TOV and best response practises are being met through regular phone call and email checks/ reviews with the team
* Plans additional training when new systems, processes are instructed
* Reviews rota and team planning according to marketing calendar (anticipates busy periods)
* Works with product team to deliver on regular product training sessions with the wider team
* Manages all queries with regards to fulfilment (missing parcels etc)
* Cover ad hoc evening shifts
2. Customer Care Projects
* Reviews project to integrate reviews across our own website
* Looking at solutions to bring down return rates through customer contact and improved outreach
* Implementing a new phone/email management system to enhance communications, reporting, and improve customer lifetime value
* Seasonal competitor market comparisons to understand service offering and how we can improve our service
* NPS score- looking into how we can better measure our customer's satisfaction
* Customer loyalty/VIP programme
About You:
* Have at least 1 year of Customer Care at a Supervisory level
* Understands how to lead a team to deliver excellent Customer Service
* Passion for fashion industry and offering styling expertise.
* Great people skills and working to get the most of out of a team.
* Strong reporting and analytical skills.
* Excel competency to an intermediate level.
* Experience working with Netsuite or similar system is beneficial.
* Excellent written and verbal communication skills.
* Initiative to escalate issues appropriately and handle decisions in a responsible way.
Benefits & Perks of working with us:
* 25 days holidays (including bank holidays)
* Buy additional holidays
* Employee Assistance Programme
* Financial wellbeing platform (Financial advisors & retail discounts)
* Grocery salary sacrifice
* Childcare salary sacrifice
* Pension scheme & pension salary sacrifice
* Enhanced maternity pay
* Yearly gift voucher of £1,250
* A friends and family discount policy with 50% off full retail price.
* Bike to work scheme, save on the cost of bikes and equipment.
* Eye Care.
* Summer Friday hours
* Fully stocked snack cupboards, fruits and coffee & tea
* Regular Social Events - including summer and Christmas parties
* Volunteering
Unfortunately due to the number of applications we receive, we are only able to respond to those that are successful to the next stage.
Diversity and Inclusion
We promote a diverse and inclusive workplace which harnesses the benefits of the diversity of our team and strives to represent the communities in which we live and work. Our vision is to establish an environment that attracts individuals from a wide range of backgrounds and talents, empowering them to contribute their best and authentic selves. We welcome and encourage applications from those who share our commitment to fostering this inclusive and authentic work culture.