Customer Service Lead - Retail

About the Role

Our client is searching for a dedicated and customer-focused Customer Service Lead to join their established team in Sunderland . This role is central to ensuring every customer receives outstanding service, resolving issues effectively, and fostering a welcoming atmosphere within the store. You will lead by example, guiding a team of customer service representatives and contributing to the overall positive reputation of the brand. This is an ideal position for someone passionate about customer satisfaction and looking to develop their leadership skills in the retail sector of Sunderland .

Key Responsibilities

• Lead and mentor a team of customer service associates, providing training and support.
• Handle escalated customer complaints and issues with empathy and efficiency.
• Ensure all customer interactions are positive and meet company service standards.
• Monitor customer feedback and identify areas for service improvement.
• Manage customer service desk operations, including returns, exchanges, and inquiries.
• Collaborate with other departments to resolve customer issues promptly.

Requirements

• Previous experience in a customer service role, with demonstrated leadership capabilities.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication and interpersonal abilities.
• Patient and empathetic approach to customer interactions.
• Familiarity with retail operations and POS systems is advantageous.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Comprehensive health and wellness benefits.
• Generous employee discount program.
• Opportunities for career progression within customer service.
• A positive and supportive team environment.