Why this role?
You’ll inherit the reins of a small but mighty customer‑care team inside a rapidly scaling consumer brand whose products fuel athletes and fans worldwide. Reporting directly to the COO, you’ll have the autonomy to redesign workflows, set and track SLAs, and turn fantastic service into a competitive advantage.
What you will own:
➡️ End‑to‑end customer experience across phone, email, live chat and social channels.
➡️ SLA analytics & optimisation – interrogate data, spot trends, and implement process improvements that shave minutes off response times and boost CSAT.
➡️ Continuous improvement projects – map customer journeys, close pain‑point gaps, and champion voice‑of‑customer insights at leadership level.
➡️ Escalation & complaints management – handle complex issues calmly and coach the team on best practice.
➡️ Team leadership & growth – hire, train and inspire a service squad that shares your passion for sport and five‑star delivery.
What makes you perfect for the opportunity:
➡️ 5+ years in a senior or lead customer‑service role (e‑commerce, retail or consumer goods preferred).
➡️ Track record of owning KPIs/SLA dashboards and driving measurable service‑level gains.
➡️ Sharp problem‑solver who can design processes as comfortably as you can roll up your sleeves on the phones.
➡️ Natural affinity for sport — whether you’ve worked for a club, sold sports products, or can debate last night’s match stats on cue.
➡️ Confident communicator, data‑literate, and comfortable influencing stakeholders from warehouse to boardroom.
What’s in it for you?
✅ Autonomy to build your ideal customer‑care playbook.
✅ Uncapped bonus tied to service KPIs and NPS.
✅ Casual dress, staff discount and free on‑site parking.
✅ Regular team events (from charity runs to box‑seat matchdays).
✅ Genuine progression path as we expand into new territories.
✅ A vibrant, sport‑mad culture where your wins get celebrated like derby‑day victories.
Interested?
We’d love to hear from you! Send your most up-to-date CV to Natalie at IMT Resourcing Solutions today!
At IMT Resourcing Solutions, we embrace diversity and inclusion every step of the way. We aim to connect with every applicant, but if you don’t hear from us within 5 working days, please know that we’ve decided to move forward with other candidates on this occasion. We truly appreciate your interest