Pay: From £25,000.00 per year
Job Description:
Job Title: Neafs Customer Care Lead
Location: Swindon, Wiltshire
Salary: £25,000 + Commission / bonus
Job Type: Full-Time | Permanent
About Us
NEAFS is an innovative brand in the UK’s Nicotine Pouch and Heated Nicotine markets. As demand for tobacco free alternatives continues to rise, we’re helping to shape the future of the categories. We’re now looking for a motivated and enthusiastic Customer Care Lead to own and elevate the end-to-end customer support experience across all channels. As NEAFS Customer Care Lead you will lead daily operations, coach the team to deliver consistently high-quality service, and turn customer insight into actions that improve retention, loyalty, and revenue whilst ensuring we meet strict service standards.
Key Responsibilities
- Conduct outbound calls to existing Retailers, building and developing retention and loyalty.
- Elevate the NEAFS overall customer experience.
- Provide live chat and instant support performance for consumers.
- Support with device replacement and warranty journeys.
- Maintain accurate records of customer care interactions and data entry into the system.
- Reduce churn and repeat contacts.
- Demonstrate positive telephone etiquette and professionalism during all communications.
- Coach and mentor other team members.
What ‘great’ looks like (success profile,)
Personal effectiveness (Essential)
- Active listening and understanding: Listens to understand, not to reply. Accurately diagnoses the real issue and confirms understanding before acting.
- Thoroughness: High attention to detail, follows process, documents accurately, and closes loops. No incomplete handovers, no follow ups missed.
- Emotional Stability: Calm under pressure and during escalations. Handles any disgruntled customers professionally without losing empathy or control.
- Relationship Building: Builds trust quickly with customers and internal stakeholders (Ops, Digital, Warehousing.) Becomes the ‘glue’ across teams.
- Willingness to Learn: Learns products, policies, tools, and edge cases fast. Improves personal performance continuously and pushes learning culture in the team.
- Agility: Comfortable with change (new products, new policies, new tools). Reacts fast without breaking quality.
- Smart Multitasker: Strong prioritisation, queue management, and time discipline. Can run shifts, workload, and performance rhythm like clockwork.
Functional Competencies (Desirable)
- Product Knowledge (Learning Curve): Understands the product ecosystem deeply (devices, consumables, loyalty/warranty rules, troubleshooting basics) and can coach others.
- Digital Literacy: Confident using Digital tools & systems, live chat, CRMs, order management tools, dashboards, and QA workflows.
- Business Development Thinking: Understands the commercial impact of care: prevents churn, recovers at-risk customers, increases loyalty engagement, protects revenue.
- Consumer Insight into Action: Spots patterns in contacts/complaints, identifies root causes, and turns insights into improvements (FAQs, policies, site flows, automation, training).
Required skills
- Previous experience in a call centre or customer service role is essential.
- GCSE Grade C / Grade 4 or above in English.
- Strong communication skills with the ability to articulate clearly and effectively over the phone.
- Proficiency in spoken and written English is essential; multilingual candidates are also encouraged to apply.
- Accurate data entry skills with fine attention to detail.
- Excellent knowledge of effective sales strategies.
- Ability to work well under pressure whilst maintaining a positive attitude.
- A proactive approach to problem-solving and a willingness to learn new skills.
- A Team spirit with a strong desire to learn and grow.
What You’ll Get
- £25,000.00 basic salary
- Commission / bonus available
- A fast-moving, entrepreneurial environment with real room for growth
- Free onsite parking
- Employee Discount
- Paid Annual Leave
- Company Pension
Why Join Us?
This is an exciting opportunity to join a business at the forefront of a growing category in the UK. If you’re a people person, excellent at building rapport, and enjoy working in a fast-paced business environment, we’d love to hear from you.
Apply Now
If you are interested in joining our team and have the relevant experience and skills to fulfil the role, we would welcome an application from you. Please apply with an up-to-date copy of your CV and we will contact you.
Job Types: Full-time, Permanent
Pay: From £25,000.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: In person
