Job Description

Customer Service Assistant Lead

Love solving problems and helping teams succeed? Join us to lead, inspire, and deliver 5-star service.


We're looking for a Customer Service Assistant Lead to manage, coach, and inspire our service team while ensuring every customer interaction is exceptional. You'll balance leadership with hands-on support -- helping the team grow, stepping in on complex queries, and driving improvements that keep our customers smiling. This is a people-focused role with real impact, perfect for someone who thrives in a collaborative, fast-paced environment.

What you'll be doing

Leading, coaching, and developing the Customer Service team through one-to-ones, feedback, and performance reviews. Ensuring high-quality, empathetic responses to customer tickets within agreed SLAs. Handling escalated or complex queries and complaints with professionalism and care. Monitoring KPIs, reporting on customer sentiment, and highlighting insights to improve service. Supporting colleagues across the business with customer-related queries. Working closely with production teams to resolve quality complaints quickly and effectively. Contributing to a positive, collaborative team culture by sharing best practice.

What we're looking for

5+ years of customer service experience, ideally in a leadership role. Excellent written communication and strong listening skills. Calm, diplomatic problem-solver who builds trust with customers and colleagues. Organised and detail-driven, able to track performance and processes. Confident using Outlook and customer service platforms. (Bonus) Experience managing and coaching teams. Bonus) Creative thinking to raise the bar on customer service.

Cool things about this role

Lead and shape a team dedicated to delivering 5-star customer experiences. Have a real say in how we support our customers and improve service. Work closely with production, design, and operations -- you'll be right at the heart of the action. Be part of a supportive, forward-thinking team that values progress and innovation.

What's in it for you

At Teemill, we believe great work should be rewarded -- so here's what you'll get:


25 days holiday + bank holidays Your birthday off -- an extra day's holiday just for you Flexible hybrid working Healthshield cash plan -- money back on everyday health costs like dental, optical, and physio Team Fun Fund -- a pot of cash to spend with your team on whatever you fancy Retailer discounts -- savings at hundreds of high street and online brands * The chance to work somewhere that's changing the way the fashion industry works -- for good