Job Description

About Pom Pom London

Pom Pom London is a growing fashion accessories brand, known for high-quality, stylish products and exceptional customer experience. At our head office, we pride ourselves on delivering seamless service that reflects the warmth and quality of our brand.

We are looking for a motivated and experienced Customer Service Team Leader to oversee our customer service operations and lead our dedicated team.

Role Overview

As Customer Service Team Leader, you will be responsible for managing and developing the customer service team to ensure every customer enjoys a consistent, united, and exceptional experience. You will lead by example, fostering a positive and professional team culture, while monitoring performance, identifying improvements, and driving operational excellence across all customer touchpoints.

Key Responsibilities

Lead, motivate, and support a team of customer service representatives to deliver outstanding service. Ensure consistent customer experience across email, phone, live chat, and social media channels. Monitor team performance against KPIs and service standards, providing coaching and feedback. Handle escalated customer queries and complaints with professionalism and empathy. Develop and implement processes to improve efficiency, accuracy, and overall service quality. Train new team members and support ongoing development of existing staff. Collaborate with other departments (logistics, e-commerce, marketing, and retail) to ensure seamless service delivery. Prepare regular reports on customer service performance, identifying trends and areas for improvement. Champion Pom Pom London's brand values and customer-first ethos in all team activities.Skills & Experience Proven experience in a customer service leadership role, ideally within retail, e-commerce, or fashion. Strong people management skills with the ability to motivate and inspire a team. Excellent problem-solving and conflict-resolution abilities. Strong written and verbal communication skills. Ability to work in a fast-paced, dynamic environment while maintaining attention to detail. Confident with customer service software and reporting tools. A positive, proactive, and empathetic approach to both customers and colleagues.

What We Offer

Competitive salary and benefits package.
Opportunity to work in a dynamic and growing fashion brand.
A collaborative, supportive, and friendly team environment.
Career development opportunities with a brand that values its people.

Job Type: Full-time

Pay: 32,000.00-35,000.00 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: In person