Job Description

Job Title:

In-House Customer Service Lead

Location:

Finchley, London N3 (On-site, Full-Time, 9am-5pm)

Salary:

28,000 per annum

About the Role:

We are seeking a dedicated and proactive

Customer Service Lead

to establish and manage all aspects of customer service operations in-house. As the first point of contact and sole representative, you will be responsible for delivering an exceptional customer experience across all communication channels (email, phone, live chat, and social media), as well as building and refining our customer service processes from the ground up. This is a hands-on, pivotal role for someone who is organized, self-motivated, and eager to take ownership.

Key Responsibilities:

Be the primary point of contact for all customer enquiries via email, phone, live chat, and social media Develop and implement customer service processes, including procedures for refunds, returns and complaint handling Ensure all communications adhere to brand voice and regulatory compliance requirements Oversee and manage return settings and Q&A sections across all marketplaces Review and maintain accurate customer-facing resources about product usage, benefits, and safety Answer incoming phone calls and resolve customer queries efficiently and professionally

Requirements:

Proven experience in a customer service role, ideally with process development or team lead responsibilities Experience using an e-desk messaging portal or similar customer support platforms Strong written and verbal communication skills High attention to detail and strong organizational abilities Understanding of regulatory compliance in customer communications Ability to develop SOPs and maintain documentation Experience with email, phone, live chat, and social media customer service channels Experience with health products is a plus Ability to work on-site in Finchley, London (N3), Monday to Friday, 9am-5pm Proactive, self-driven, and able to work independently

Benefits:

Competitive annual salary of

28,000

28 days paid holiday per year (5.6 weeks), including all bank holidays

Opportunity to build and shape the customer service function within a growing company Central Finchley location with excellent transport links Training and development opportunities in the health products sector

To apply:

Please submit your CV and a brief cover letter outlining your relevant experience.

Job Type: Full-time

Pay: 28,000.00 per year

Application question(s):

Fluent English
Work Location: In person