Customer Care Supervisor

Who We Are Founded in 2005, the story and vision for the brand was simple. Fashion-led luxurious lingerie and nightwear collections made with the highest quality at an affordable price. Bluebella is a lingerie brand with strength and modernity at its heart; designed to redefine sensuality. Bluebella has grown into a multi award-winning brand with a fast-growing profile with a rapidly growing website alongside a roster of stockists. Bluebella’s marketing campaigns are known for championing female empowerment, inclusivity and supporting LGBTQ+. During 1st lockdown Bluebella launched the world’s largest online catwalk show with a diverse range of models selected from our Instagram followers. Bluebella has won a number of awards, most recently the 2024 Kings Award for Enterprise, awarded to Bluebella for outstanding achievement in International Trade. The Role: Our Customer Care Team support our customer base through our stylish online store, liaising with customers and potential customers via telephone and email to assist customers with their queries to stimulate customer retention and increase order values where possible. The Customer Care Supervisor is responsible for ensuring the Customer Care Team provide an excellent customer service experience. Overseeing the day-to-day operations of the team, you will be central to ensuring that we consistently exceed the Bluebella customers expectations and train, support and mentor the customer care team to excel in their roles. You will play a significant role in delivering the objectives for Customer Care the team and driving individual and team KPI’s. During seasonally busy periods (peak trading periods) you will be needed to support with front line Customer Care, assisting customers directly. Responsibilities Customer Care - Provide the highest standard in Customer Service, speaking with clients through a range of platforms including phone, email, live chat, social media and review platforms. - Ensure team customer communications are addressed in a timely and effective manner – ensuring a first-class customer experience. - Proactively keep customers informed with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements. Dealing with the internal customer care process from start to finish. - Maintain knowledge of Bluebella products to be able to advise on style, size and fabrics - Develop an excellent knowledge of the administration and order management of the Bluebella Shopify e-commerce site and connecting systems - Be adaptable and flexible to ensure that customer expectations are always maintained Systems and Processes - Identify opportunities to enhance our processes. Promote best practice and lead on Customer Care performance monitoring, improvement plans and efficiency drives. - Continuously seek to improve the customer experience and support the team to do the same. Evaluate customer feedback and identify ways to improve customer satisfaction. - Highlight customer pain points and where needed work collaboratively with the relevant wider business departments to deliver solutions. - Develop customer service SLAs and ensure targets are met without compromising service level. - Develop and implement in depth reporting across relevant KPIs, providing visibility to the wider business and providing proactive actions to improve customer experience. - Work with CTO and Head of eCommerce to help improve the user experience on the site in line with customer’s feedback. Provide clear information and effectively communicate customer care insights. - Update the Design and Development team on customer feedback to constantly improve the product lines and manage Facebook Messenger, TrustPilot, Hot Jar feedback - Positively support all changes and innovation that improves the customer experience. - Monitor our Trustpilot ranking and ensure we maintain our performance KPI’s Team Management - Be proactive in ensuring that the whole of the Customer Care team delivers a high-quality, elevated customer experience, with a consistent communication of our customer first ethos and brand values. - Instruct, mentor and train team members to develop robust systems, policies, and procedures to sustain a high level of service for Bluebella customers. - Benchmark and regularly measure the performance of key team processes, monitor team performance and lead the team to achieve key performance indicators (KPIs) - Provide weekly reports from Customer Care platform (Gorgias) and JustCall (CC phone system) on team KPIs to Head of Ecommerce - Ensure the workload and working hours of the team are managed in the most efficient way and ensure comprehensive cover. - Encourage employee engagement - manage performance, provide development plans and conduct performance reviews. Maintain a culture of clear, open communication. Requirements: - Experience with B2C front line customer interaction in offline or online retail environment essential. - Experience managing and getting the best out of teams, including training, mentoring and developing team members. - 1-2 years’ experience of setting up and using Customer Care platforms such as Gorgias to effectively manage the customer support cycle. Familiarity with Shopify and Netsuite advantageous. - Experience of using and a supervising virtual call center platform such as Just Call and analyzing agent performance to improve customer satisfaction. - A positive and bright disposition and great interpersonal skills. - Well-developed communication skills – ability to communicate at all levels both internally and externally. - Great attention to detail, desire to improve processes and the customer experience. Excellent problem-solving skills. - Able to understand customer requirements and deliver an excellent level of service. Able to identify bigger issues and proactively suggest solutions. - Experience working with couriers, shipping logistics and other distribution methods. - A flexible approach with a ‘can do’ attitude. - A high level of motivation, ability to multi-task and support work volumes that fluctuate. - Highly organised with the ability to manage and prioritise team and personal workloads effectively. - Excellent general PC skills, including MS Office Package • 23 days holiday, plus all UK Bank Holidays. Holiday increases with length of service. • Flexible Working Policy (flexible start and finish times) • Hybrid Working Policy (currently minimum 2 days in the Hoxton office & ‘work remotely August’) • Workplace Pension Scheme • Private Healthcare Scheme. • Employee Assistance Programme (EAP) • Wellness benefits including eye tests and Cycle To Work scheme. • Paid volunteering day. • Generous employee and friends and family discounts. • Office Healthy Snacks and refreshments. • Bi-monthly company socials. Bluebella are an equal opportunities employer, committed to promoting equality, diversity and inclusion and eliminating unlawful discrimination in the workplace. We encourage applications regardless of race, religion, ethnicity, sexual orientation, age, disability or gender. We are fully committed to providing an inclusive and accessible recruitment process for all.