Customer Care Assistant – Team Leader

Role Overview

• Support advisors and team leaders with day‑to‑day operations, escalations, and Helpchat queries
• Support the team in delivering a seamless customer journey across all channels, ensuring communication is clear, proactive, and solution‑focused.
• Collaborate with internal teams (Customer Care, Warehouse, Supply Chain, Finance, Retail) to resolve complex issues and manage expectations
• Maintain clear, proactive and timely communication with customers and internal stakeholders.
• Take ownership of tasks and small projects, ensuring timely delivery and accurate documentation.
• Maintain up‑to‑date knowledge of all processes, systems, and customer policies to ensure accurate guidance.
• Help maintain accurate documentation, process updates, and internal knowledge guides
• Recognise and escalate issues that impact customer experience, cost, or productivity, recommending data‑driven solutions.
• Monitor performance metrics, provide feedback, and identify trends to improve processes, customer experience and advisor's skills and behaviours
• Support the onboarding and upskilling of new and existing advisors by delivering training, refreshers, and process walkthroughs.
• Provide constructive feedback and coaching to advisors to support continuous improvement and KPI achievement.
• Assist Team Leaders in coaching sessions, quality reviews, and performance discussions when required.
• Handle escalated customer cases professionally, maintaining positive experiences.
• Ensure complex issues are resolved efficiently while maintaining a positive customer experience.
• Contribute to a positive, collaborative team culture that promotes engagement, morale and high performance
• Can demonstrate the flexibility to provide support as required by the business including ad hoc shift cover, advisor workload tasks, TL cover etc.

Requirements

• Experience in a customer‑facing role (retail, call centre or similar)
• Fluent English and strong, confident communication skills
• Friendly, supportive approach and great people skills
• Strong problem‑solving ability and confidence handling escalations
• Excellent attention to detail and strong organisational skills
• Able to work independently, take initiative and multitask in a fast‑paced environment
• Confident using data to identify trends and insights
• Good IT skills (Outlook, Word, Excel, web systems)
• Experience with eCommerce customer service (website, Amazon, eBay)
• Positive, team-oriented mindset with a can-do attitude

Benefits

• Competitive salary and benefits package
• Fully remote
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme