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7th Sep

eCommerce Customer Service Manager

— Well-funded eCommerce Start-up

Salary: £28-31k
Location: London
Type: Permanent
Ref: 9428


  • Customer-centric company.
  • Growing eCommerce team.
  • Charitable ethos.

This is an exciting opportunity for a bright & resourceful self-starter with experience of customer service & online retail to help build and manage our customer service team. The role offers a unique opportunity to make a real difference in a well-funded, fast-growth eCommerce start-up that is committed to using business as a force for good.

What you’ll be doing 

You’ll be responsible for maintaining an industry-leading customer service offering across multiple platforms, ensuring that the highest level of customer service is delivered at all times. This involves managing the relationship with the contact centre, providing feedback, training and arranging quarterly review calls to discuss performance. What’s more, you’ll identify and implement new processes to improve efficiency and the overall customer experience.

Leading a small team of service executives, you will provide support, training and development, and set and monitor their KPIs and SLAs.  You’ll also be the key point of contact for the warehouse, liaising on stock and order queries, and will build lasting relationships with suppliers to ensure orders are dispatched in line with the T&Cs. 

What’s more, your remit includes tracking and reporting on returns, and flagging any items that require removal or investigation to the product team. Acting on improvements highlighted through customer feedback should help maintain an NPS above 60 and a service score of 4.7 or above, in addition to pinpointing areas to improve the customer journey and working with the wider team to implement this.   

Finally, some support will need to be given to the Head of Retail and Online Merchandiser with monthly stock ordering, managing out of stock products, and preparing for peak. 

What experience you’ll need to apply

  • Demonstrable experience in a customer service role, ideally within eCommerce.
  • Experience in Operations is desirable. 
  • Good knowledge of online retail processes.
  • The ability to manage a team and provide training and development.
  • Excellent customer service skills with a warm and empathetic approach.
  • Great organisation skills and the ability to juggle and prioritise tasks in a fast-paced environment.
  • You’re a proactive, self-starter, that enjoys going above and beyond.
  • Ability to work collaboratively across multiple teams. 

What you’ll get in return for your experience  

A salary of up to £31k is on offer, alongside some fantastic benefits. These include: 25 days holiday, company pension, staff bonus scheme, private health insurance and a pet friendly office! 

What's next?

Send through your CV and get in touch with Rina for more information. 

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