Job Description

We are looking for a hands-on Customer Service and Operations Lead to help us ensure that our team provides excellent customer service to our customers and in-store colleagues. If you're a people person with excellent customer service, organisational skills, as well as supervisory or management experience, we want to hear from you!

The successful candidate will work with our Digital Operations Manager to ensure that we provide excellent service to our customers whilst also working with and supporting internal colleagues.

As well as assisting our customers, this role will support our team of Advisors as the first point of contact for any enquiries or escalations, as well as through coaching and development. In addition, the Customer Service and Operations Lead will own the online refunds process as well as produce and analyse MI reports.

About The Paint Shed

We're proud of our heritage. A family-run business, The Paint Shed has been selling paint for over 60 years. We've grown a great deal to become one of the UK's fastest-growing trade paint retailers since opening our first store in Edinburgh. The Paint Shed is part of the Brewers Group - the UK's largest independent paint merchant.

Trade painters and DIY customers trust us to deliver the quality products and tools they want, quickly and affordably. We're proud to offer an excellent service and a top range of products across our stores and online.

Key Responsibilities include but are not limited to:

Using telephone, email, and live chat to help customers Responding to and resolving customer issues/complaints Acting as the point of escalation for team members Responding to reviews/feedback/payment disputes Processing of refunds, manual sales, and associated administrative procedures Allocation of workload to ensure key tasks are prioritised and completed appropriately Building excellent relationship with internal colleagues, hub management and store teams Work closely with our warehouse teams to troubleshoot problems and ensure customer orders flow as expected Coaching and developing Customer Service Advisors Proactively identifying areas of improvement within the department Performing administrative tasks, generating MI reports, and analysis of data Ownership of team rotas Flexible and can-do attitude to change with the needs of the business

Job Type:

Full-time/permanent. 37.5 hours per week.

Schedule:

Monday to Friday 8.30 am - 5 pm with occasional Saturday shifts, working on a rota system.

Work location

Based in our Customer Service offices in Bridgeton (G40). In person.

Benefits:

The Paint Shed is a Real Living Wage employer. Salary from 28,500

Company pension Employee discount Performance bonus Enhanced maternity and paternity leave Free parking Life insurance
Job Types: Full-time, Permanent

Pay: From 28,500.00 per year

Additional pay:

Bonus scheme
Benefits:

Bereavement leave Enhanced maternity leave Enhanced paternity leave Life insurance Sick pay
Schedule:

Monday to Friday Weekend availability
Work Location: In person

Expected start date: 04/08/2025