Customer Care Assistant Team Leader

Key Responsibilities

• Support advisors and team leaders with day‑to‑day operations, escalations, and Helpchat queries
• Support the team in delivering a seamless customer journey across all channels, ensuring communication is clear, proactive, and solution‑focused.
• Collaborate with internal teams (Customer Care, Warehouse, Supply Chain, Finance, Retail) to resolve complex issues and manage expectations
• Maintain clear, proactive and timely communication with customers and internal stakeholders.
• Take ownership of tasks and small projects, ensuring timely delivery and accurate documentation.
• Maintain up‑to‑date knowledge of all processes, systems, and customer policies to ensure accurate guidance.
• Help maintain accurate documentation, process updates, and internal knowledge guides
• Recognise and escalate issues that impact customer experience, cost, or productivity, recommending data‑driven solutions.
• Monitor performance metrics, provide feedback, and identify trends to improve processes, customer experience and advisor's skills and behaviours
• Support the onboarding and upskilling of new and existing advisors by delivering training, refreshers, and process walkthroughs.
• Provide constructive feedback and coaching to advisors to support continuous improvement and KPI achievement.
• Assist Team Leaders in coaching sessions, quality reviews, and performance discussions when required.
• Handle escalated customer cases professionally, maintaining positive experiences.
• Ensure complex issues are resolved efficiently while maintaining a positive customer experience.
• Contribute to a positive, collaborative team culture that promotes engagement, morale and high performance
• Can demonstrate the flexibility to provide support as required by the business including ad hoc shift cover, advisor workload tasks, TL cover etc.  

We would like to meet someone who is

• Experience in a customer‑facing role (retail, call centre or similar)
• Fluent English and strong, confident communication skills
• Friendly, supportive approach and great people skills
• Strong problem‑solving ability and confidence handling escalations
• Excellent attention to detail and strong organisational skills
• Able to work independently, take initiative and multitask in a fast‑paced environment
• Confident using data to identify trends and insights
• Good IT skills (Outlook, Word, Excel, web systems)
• Experience with eCommerce customer service (website, Amazon, eBay)
• Positive, team-oriented mindset with a can-do attitude