Customer service team lead Work, Jobs in Brentwood, Ess (with Salaries)

Customer Service Lead
MAGIC —London
- Full-time
- Hybrid work
- Communication skills
- Work from home
Quick apply
Team Lead - US Operations
Lendable —London
- Full-time
- Hybrid work
- Heavy lifting
- Analysis skills
- Supervising experience
- Work from home
- Referral programme
Service Lead, Settlement and Insights
Elexon —London
- Up to £69,550 a year
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
13d
Customer Experience Lead
British Airways —London
- £47,000 - £51,000 a year
- Full-time
- Hospitality
- Bachelor's degree
- Continuous improvement
- Employee discount
2d
Customer Support Team Lead
Flatpay —London
- English
- Leadership
Quick apply
Customer Support Team Lead
LGDG GROUP —London
- Full-time
- Supervising experience
Customer Service Team Leader
William Hill —Bishop's Stortford
- £27,941.96 a year
- Full-time
- Customer service
- Supervising experience
- Employee discount
Change and Engagement Lead (Professional Services Hub)
University College London —London
- £68,284 - £76,244 a year
- Full-time
- Agile
- Annual leave
- Employee assistance programme
13d
Contact Centre Team Leader
Premium Credit Limited —London
- Full-time
- Hybrid work
- Microsoft Office
- Travel
- Human resources
- Annual leave
- Employee assistance programme
TikTok LIVE - Global Customer Service Lead
TikTok —London
- Customer service
- Bachelor's degree
- IT
Team and Customer Experience Manager
House of CB —London
- £15.75 - £20.19 an hour
- Part-time
- Customer service
- Bachelor's degree
- In-person
- Employee discount
Quick apply
Vice President, Digital Engineering Services and Solutions Customer Engagement and Communications Lead
MUFG —London
- Full-time
- Management
- Marketing
- Social media management
Workday Certified Senior Project Manager (HCM & Payroll)_UK Remote (Lead I - Enterprise Solutions)
UST —London
- Remote
- Oracle
- PMP
- Business development
Quick apply
Customer Support Lead
Searchable —London
- Full-time
- Bar
- SQL
- Mentoring
Quick apply
10d
Nasdaq Trade Surveillance (NTS) Advisory Engagement Lead
NASDAQ —Bishopsgate
- Full-time
- Bachelor's degree
- No degree
- Financial services
Claims Fraud Team Lead
marshmallow —London
- Full-time
- Hybrid work
- Leadership
12d
Enterprise Customer Success Lead
Octopus Energy Group —London
- Full-time
- Hybrid work
- No experience needed
- Leadership
Quick apply
Customer Success Lead - UK/I
ElevenLabs —London
- Full-time
- Remote
- Sales
- Analysis skills
- Leadership
13d
IT Support Team Leader
Stonebridge Mortgage Solutions Limited —Basildon
- Full-time
- Windows
- Supervising experience
- Mentoring
- Employee assistance programme
- Employee discount
Quick apply
Quality Control Lead
OpenPayd —London
- Full-time
- Analysis skills
- Quality control
- APIs
- Annual leave
- Employee discount

I want to receive the latest job alerts for customer service team lead in brentwood, ess

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Customer Service Lead

MAGIC -
London

Quick apply

Job details

Full-time

Benefits

Unlimited paid holidays
Work from home

Qualifications

Customer support
Communication skills
Help desk

Full job description

We're looking for someone to take full ownership of our customer service as we grow. This is a player-manager role: you'll be hands-on in tickets while managing our customer service agents and acting as the main link between customers, logistics partners, and the rest of the team.

You need to be obsessed with the details and willing to pick up the phone. The job isn't just resolving issues. It's proactively auditing our service channels, catching errors before they escalate, and making sure our delivery network does what it promises.

Key Responsibilities

1. Frontline Support and Team Management

You're expected to be online and active throughout the working day. Our agents handle most of the volume, but you'll personally pick up and resolve around 20% of tickets daily, stepping in where needed. We handle 200+ tickets per day across all channels and you need to absorb that without the quality dropping.

Mental agility is non-negotiable. An agent escalation, a courier dispute, a returns query, and a Trustpilot response can all land in the same hour. We don't expect you to come to us for every answer. We expect you to think it through and act.

2. Service Standards and Quality Control

You're responsible for the accuracy, tone, and speed of every customer interaction. You'll regularly dip into ticket histories to check quality, spot errors, and correct them before they become habits.

When a ticket involves a sensitive issue or a confused customer, you pick up the phone. A two-minute call resolves what ten emails won't.

You own our Trustpilot score: generating reviews, responding to negatives, digging into root causes, and flagging trends to the team. Hitting the highest possible score is a KPI.

3. Live Chat as a Sales Channel

A lot of our customers use live chat before they buy. This is a sales tool as much as a support one. You treat every interaction as a chance to convert, responding quickly and knowing the product well enough to give real answers.

4. Logistics and Escalation Management

Complex issues stop with you. Lost high-value items, courier disputes, urgent resolutions. You're the main contact for our delivery partners, chasing missing parcels, investigating delays, and holding couriers accountable when things go wrong.

5. Commercial and Retail Operations

You own the admin flow for our key retail partners, John Lewis and Argos: logging into their portals, accepting orders, booking delivery slots, and staying 100% compliant to avoid fines.

You manage the returns process end to end: authorising returns on policy, instructing our 3PL on grading and restocking, and processing refunds in Shopify.

Requirements

Who We're Looking For

Experience matters less than attitude. We care far more about how you think than where you've worked. If you're looking to break into the startup world and want a role where you'll own something real from day one, this is it. You'll be expected to make decisions, flag problems before they escalate, and bring your own thinking to every situation. If you need to be told what to do next, this probably isn't the right fit.

2+ years in customer support or e-commerce operations
Strong verbal communication skills; comfortable handling escalations by phone
Experience with Gorgias or similar helpdesk software
Proficiency in Shopify (highly desirable)
Experience with couriers, 3PLs, or freight forwarders

Who You Are

Confident on the phone. You'll talk to frustrated customers, warehouse managers, and courier reps. You don't hide behind email when a call would be quicker.
Detail obsessed. You spot the wrong tracking number, the missed follow-up, the unanswered escalation. Good enough isn't your standard.
A finisher. You track things until they're done. Not nearly done. Done.
Quick. Fast to respond, fast to think, fast to move. People notice when you're not.
Proactive. You see problems forming and deal with them. You don't wait to be told.
Adaptable. A B2C complaint, a B2B deadline, a Trustpilot dispute. You can switch between them without losing your thread.
Customer obsessed. A delivery exception isn't just a status update. It's someone waiting for something. You treat it that way.
Resilient. You can handle pressure without losing your cool.

Benefits

Competitive Salary.
Significant Equity Share Options in the company.
An impact from day one. Our business is scaling by the day. You'll work on ambitious projects, and your contribution will significantly impact the success of MAGIC AI now and in the future.
Our legendary team culture aligned to our PUNCH values.
Unlimited Holiday (self-directed time off)
Free MAGIC AI Mirror with full package.
Flexible Home/Hybrid Working from our London HQ (2 days WFH per week)
Brand new Macbook or other.
Weekly Free Lunch Club
Daily Unlimited Barista Coffee
Weekly Snackboxes
Quarterly Off-sites and regular FUN team socials!

Quick apply

Refine Your Search

customer service team lead jobs in brentwood, ess

Customer Service Lead

Team Lead - US Operations

Service Lead, Settlement and Insights

Customer Experience Lead

Customer Support Team Lead

Customer Support Team Lead

Customer Service Team Leader

Change and Engagement Lead (Professional Services Hub)

Contact Centre Team Leader

TikTok LIVE - Global Customer Service Lead

Team and Customer Experience Manager

Vice President, Digital Engineering Services and Solutions Customer Engagement and Communications Lead

Workday Certified Senior Project Manager (HCM & Payroll)_UK Remote (Lead I - Enterprise Solutions)

Customer Support Lead

Nasdaq Trade Surveillance (NTS) Advisory Engagement Lead

Claims Fraud Team Lead

Enterprise Customer Success Lead

Customer Success Lead - UK/I

IT Support Team Leader

Quality Control Lead

I want to receive the latest job alerts for customer service team lead in brentwood, ess

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