Lavoro Londra, Lavoro Inghilterra

Customer Service Supervisor



Job Description

Due to the growth of their online sales, we are currently seeking a Customer Services Supervisor to join their head office in North London.


  • Supervising and leading the Bathrooms and Showers Direct sales and customer services team.
  • Ensuring the BASD customer services team provide superior services to all customers.
  • Driving increased turnover and profitability.
  • Helping to maintain accurate and up to date information on the website.
  • Providing regular performance reports to management as required.


  • Ensure that the customer services team provides superior customer services measured by agreed response times to customer enquiries; customer feedback and trust pilot reviews etc.
  • Manage customer complaints and negative feedback in a timely and proper manner.
  • Manage the customer returns process effectively and efficiently;
  • Maintain an effective and efficient admin and filing system.
  • Manage the response to customer quotations with the aim of converting as many as possible at a reasonable gross margin. Large quotations are to be referred as directed;
  • Co-ordinate with the appointed courier service providers regarding their service levels; credits; claims etc.
  • Proactively present new products, services and / or promotions that will generate significant revenue growth;
  • Proactively promote the customer loyalty scheme and ensure customers are aware of the benefits.
  • Oversee the production and submission of the required performance reporting.
  • Help maintain and administer the Bathrooms and showers website.
  • Coordinate with other internal departments when necessary to ensure the best possible service is provided to the customer;
  • Attend and positively participate in team meetings, internal / external training and seminars as and when requested by the company;
  • Help assist with reviewing product pricing to ensure BASD remains as competitive as possible while maintaining the required gross profit margins.
  • Produce process maps and descriptions for all key processes. Continually review these processes with the aim of making improvements that will either reduce the process time and / or improve customer services.
  • Assist in maintaining accurate and up to date product information on the website ensuring that each page is as helpful as possible for the customer.
  • Ensure that you and each team member are able to cover the essential tasks of each other team member.
  • Review performance with immediate line manager to improve and maintain performance and continue self-development.
  • Liaise and develop efficient and productive working relationship with other staff, departments and managers.
  • Responsible for presenting a consistently clean, tidy and professional appearance and attitude.
  • Undertake a proactive and responsible approach to the health, safety and welfare of yourself, colleagues and visitor to the branch.
  • Undertake any additional tasks as requested by your line manager or any member of the senior management team.


  • A positive, can-do attitude and a passion for ecommerce.
  • Good Microsoft Excel Skills, with experience in managing and handling sizeable amounts of data in Excel.
  • Ability to manage a small team.
  • Excellent attention to detail.
  • Strong organisational skills.
  • Ability to multi-task and prioritise workload to work towards tight deadlines.



  • £22,000 – £26,000 per annum

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