Job Description

Online Sales Support Lead

Location:

Watford, WD25 8FA

Salary:31,000 - 35,000

Hours: Monday to Friday, 7:00 AM - 5:00 PM, Alternate Saturdays, 7:00 AM - 1:00 PM

Benefits:

Pension scheme Group life assurance up to 3x salary (subject to length of service) Complimentary breakfast daily Generous staff discount Cycle to work scheme Employee Assistance Programme Long Service Awards 20 days of annual leave plus bank holidays Your birthday off

Responsibilities

Oversee all customer communication channels (phone, email, live chat, and feedback), ensuring timely, professional, and proactive service. Resolve customer queries, complaints, and issues such as delivery delays or faulty items with empathy and efficiency. Review and improve support processes regularly, introducing new procedures where needed and using KPIs to drive service excellence. Lead or assist in managing a small customer support team, ensuring high performance, development, and daily operations. Collaborate with internal teams (Sales, Marketing, Finance, Purchasing) to share customer feedback and support sales enquiries. Maintain accurate customer documentation, including quotes, invoices, and delivery confirmations, while keeping customers informed. Support wider business objectives through additional tasks as assigned by management.

Requirements

Proven experience in customer support, preferably within an eCommerce or multi-channel environment. Experience leading a small team, or a clear ambition and readiness to step into team leadership. Strong communication skills and ability to represent the company's brand tone and values across all channels. Confident in using data and reporting to inform decisions and improve service performance. Self-starter mentality with a proactive approach to problem-solving and process improvement. Flexible, adaptable, and thrives in a fast-paced environment.
Job Types: Full-time, Permanent

Pay: 31,000.00-35,000.00 per year

Benefits:

Cycle to work scheme Employee discount Referral programme
Ability to commute/relocate:

Watford WD25 8FA: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Reference ID: MPOSS01