Customer Service Team Leader – E-commerce
Location: Wolverhampton
Job Type: Full-Time, Permanent
Department: E-commerce Customer Service
About Us:
At Western International Group, we combine entrepreneurial energy with ambitious growth plans and a strong customer-first culture.
Western International Group (UK) Ltd is home to a growing portfolio of consumer brands, led by Geepas, our flagship brand with a strong international presence. Known for its wide range of home, kitchen and personal care products, Geepas is available in 85 countries worldwide, offers more than 1,500 products, and has sold over 500 million products globally.
As our UK business continues to grow, we have recently moved into our new Wolverhampton headquarters, bringing together a team of 50 people across a 10,000 sq ft office and 115,000 sq ft warehouse and distribution facility.
About the Role
We are seeking an experienced and driven Customer Service Team Leader – E-commerce to lead our customer service operation across multiple online marketplaces and direct-to-consumer channels.
This is a hands-on leadership role responsible for managing day-to-day customer service activities, supporting and developing advisors, resolving escalated customer issues, protecting brand reputation, and driving continuous improvement across the customer journey.
The successful candidate will play a key role in ensuring exceptional customer experiences across platforms including Amazon, eBay, Wayfair, B&Q Marketplace, Debenhams, Tesco Marketplace, TikTok Shop, Shopify, OnBuy, Robert Dyas and other online sales channels.
Key ResponsibilitiesCustomer Service Operations
- Lead the daily operation of the customer service team across all e-commerce channels.
- Allocate and manage workloads to ensure enquiries are handled efficiently and within service level agreements.
- Monitor response queues, open cases, pending actions and team performance.
- Ensure customer contacts are managed in accordance with company procedures and marketplace requirements.
- Drive first-contact resolution wherever possible.
- Ensure high standards of customer care across email, marketplace messaging, telephone, live chat and social media channels.
Team Leadership & Development
- Manage, coach and develop a team of Customer Service Advisors.
- Act as the first point of escalation for complex customer cases.
- Conduct regular performance reviews, coaching sessions and team meetings.
- Review customer communications to ensure they are professional, empathetic and solution-focused.
- Support onboarding and training of new team members.
- Create a culture of accountability, continuous learning and customer-centricity.
- Ensure all team members follow company procedures and service standards.
Complaint Resolution & Escalations
- Manage escalated complaints and sensitive customer issues.
- Resolve disputes relating to deliveries, returns, refunds, warranties, replacements and product issues.
- Authorise goodwill gestures, refunds and customer resolutions within agreed limits.
- Prepare clear escalation reports for senior management when further approval is required.
- Ensure all escalations are fully investigated and documented before being referred upwards.
Marketplace & Policy Compliance
- Ensure compliance with Amazon, eBay, Wayfair and other marketplace service standards.
- Monitor adherence to platform-specific response times and communication requirements.
- Ensure correct handling of marketplace refunds, replacements and returns.
- Maintain expert knowledge of company policies relating to warranties, claims, spare parts, returns and delivery issues.
Reputation Management
- Take ownership of customer review management across Trustpilot and marketplace feedback platforms.
- Respond proactively to customer reviews and recover negative customer experiences.
- Monitor and improve online seller ratings and customer satisfaction metrics.
- Manage eBay feedback revision activity and customer review recovery initiatives.
- Escalate high-risk reputational issues when necessary.
Reporting & Operational Control
- Produce daily, weekly and monthly customer service reports.
- Monitor key operational trackers including refunds, replacements, claims, spare parts and customer escalations.
- Identify trends, recurring customer issues and service improvement opportunities.
- Present insights and recommendations to management.
- Maintain accurate records and reporting across customer service systems.
Continuous Improvement
- Identify root causes behind customer complaints and recurring service issues.
- Improve processes, workflows, templates and operational efficiency.
- Collaborate with Operations, Logistics, Product and E-commerce teams to improve the customer journey.
- Drive service excellence through innovation and best practice.
What We're Looking ForEssential Skills & Experience
- Minimum 3 years' experience in a Customer Service Team Leader, Supervisor or similar leadership role.
- Experience within E-commerce, Online Retail, Marketplace or Direct-to-Consumer environments.
- Strong knowledge of Amazon, eBay and online marketplace customer service operations.
- Proven ability to lead, coach and develop teams.
- Excellent communication, problem-solving and decision-making skills.
- Experience managing escalated customer complaints.
- Strong organisational skills and attention to detail.
- Proficiency in Microsoft Office and customer service platforms.
Desirable
- Experience using CRM systems such as Replyco, Zendesk, Freshdesk, Salesforce or similar.
- Knowledge of Shopify and marketplace integrations.
- Experience managing Trustpilot and online reputation platforms.
- Understanding of customer service KPIs and performance management.
Key Performance Indicators
Success in this role will be measured through:
- SLA adherence and response times.
- Customer satisfaction and complaint resolution rates.
- First-contact resolution performance.
- Reduction in repeat customer contacts.
- Trustpilot and marketplace review improvements.
- Team productivity and quality scores.
- Accuracy and timeliness of reporting.
- Operational process compliance and efficiency improvements.
Why Join Us?
- Be part of a rapidly growing e-commerce business.
- Lead a high-impact customer service operation across major online marketplaces.
- Genuine career progression opportunities.
- Influence customer experience strategy and operational improvements.
- Work with a collaborative and ambitious leadership team.
- Competitive salary, bonus opportunities and employee benefits.
Benefits:
- Free parking
- On-site parking
Application question(s):
- How many years of customer service leadership experience do you have?
- Have you managed customer service teams within an e-commerce or marketplace environment?
- Which marketplaces have you worked with (Amazon, eBay, Wayfair, Shopify, etc.)?
- Have you managed customer escalations and online reputation platforms such as Trustpilot?
- What is your current notice period?
- Are you legally authorised to work in the UK?
- This is a fully office-based role with no regular remote working arrangement. Are you able to commit to working on-site Monday to Friday?
Work Location: In person
