Online Sales Support Lead
Location: Watford, WD25 8FA
Salary:£31,000 – £35,000
Hours: Monday to Friday, 7:00 AM – 5:00 PM, Alternate Saturdays, 7:00 AM – 1:00 PM
Benefits:
- Pension scheme
- Group life assurance up to 3x salary (subject to length of service)
- Complimentary breakfast daily
- Generous staff discount
- Cycle to work scheme
- Employee Assistance Programme
- Long Service Awards
- 20 days of annual leave plus bank holidays
- Your birthday off
Responsibilities
- Oversee all customer communication channels (phone, email, live chat, and feedback), ensuring timely, professional, and proactive service.
- Resolve customer queries, complaints, and issues such as delivery delays or faulty items with empathy and efficiency.
- Review and improve support processes regularly, introducing new procedures where needed and using KPIs to drive service excellence.
- Lead or assist in managing a small customer support team, ensuring high performance, development, and daily operations.
- Collaborate with internal teams (Sales, Marketing, Finance, Purchasing) to share customer feedback and support sales enquiries.
- Maintain accurate customer documentation, including quotes, invoices, and delivery confirmations, while keeping customers informed.
- Support wider business objectives through additional tasks as assigned by management.
Requirements
- Proven experience in customer support, preferably within an eCommerce or multi-channel environment.
- Experience leading a small team, or a clear ambition and readiness to step into team leadership.
- Strong communication skills and ability to represent the company’s brand tone and values across all channels.
- Confident in using data and reporting to inform decisions and improve service performance.
- Self-starter mentality with a proactive approach to problem-solving and process improvement.
- Flexible, adaptable, and thrives in a fast-paced environment.
Job Types: Full-time, Permanent
Pay: £31,000.00-£35,000.00 per year
Benefits:
- Cycle to work scheme
- Employee discount
- Referral programme
Ability to commute/relocate:
- Watford WD25 8FA: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Reference ID: MPOSS01