The Fold is looking for a people-focused leader with a passion for communication and delivering an exceptional customer service experience that reflects The Fold's brand values.  The Customer Care Supervisor will guide and inspire the team to consistently provide outstanding service, while monitoring performance and sharing key insights with the wider business.  The successful applicant will take ownership of the customer journey across all communication channels, driving service level improvements and ensuring smooth, effective collaboration between customers, the team, and the wider organisation.

 Customer Care Supervisor's Responsibilities

Customer Care:

• Holding weekly team meetings to update on trade notes actions and other departmental updates
• Updates the team on contact SLA’s targets and reviews failure to reach
• Working shifts on the phones and on emails to support the team and better understand our customer interactions
• Point of escalation for customer issues/ interactions to help diffuse situations and review best practice
• Works with eComm to keep information updated online in accordance with service updates (FAQ’s etc…)
• Reporting the CC teams KPI’s to the wider business at trade on a weekly basis
• Phone data (call volume, missed calls, reason for calls)
• Email data (volume, response time, NPS score, reason for contact)
• CC Sale data
• Reacting to this data with Head of CX to understand how to improve our internal team metrics
• Highlights any customer UX issues to relevant teams, sources data to support customer claims and comes up with resolutions
• Ensures the correct company TOV and best response practises are being met through regular phone call and email checks/ reviews with the team
• Plans additional training when new systems, processes are instructed
• Reviews rota and team planning according to marketing calendar (anticipates busy periods)
• Works with product team to deliver on regular product training sessions with the wider team
• Manages all queries with regards to fulfilment (missing parcels etc)
• Cover ad hoc evening shifts

Customer Care Projects:

• Reviews project to integrate reviews across our own website
• Looking at solutions to bring down return rates through customer contact and improved outreach
• Implementing a new phone/email management system to enhance communications, reporting, and improve customer lifetime value
• Seasonal competitor market comparisons to understand service offering and how we can improve our service
• NPS score- looking into how we can better measure our customer’s satisfaction
• Customer loyalty/VIP programme

Profile:

• At least 1 year of Customer Care at a Supervisory level
• Understands how to lead a team to deliver excellent Customer Service
• Passion for the fashion industry and offering styling expertise
• Great people skills and working to get the most of out of a team
• Strong reporting and analytical skills
• Excel competency to an intermediate level
• Experience working with Netsuite or similar system is beneficial
• Excellent written and verbal communication skills.
• Initiative to escalate issues appropriately and handle decisions in a responsible way

 
Benefits and perks of working with The Fold:

•  25 days holidays (including bank holidays)
• Buy additional holidays
• Employee Assistance Programme
• Pension salary sacrifice scheme
• Access to free Financial Advisors
• Grocery scheme to help you save money
• Clothing allowance
• A friends and family discount policy with 50% off full retail price
• Enhanced maternity pay
• Summer Friday hours
• Eye care
• Fully stocked snack cupboards, fruits and coffee & tea
• Regular Social Events - including summer and Christmas parties
• Volunteering

Our Culture:

We are an ambitious, supportive, passionate team who love what we do. We are Founder-led, and we lead by example – never compromising on our quality. We strive to uphold a values based working culture with five key principle across the business:

• Be Humbitious: Be ambitious for yourself and The Fold in a humble way - don’t be a diva.
• Wrap it up with a bow on it: Be a completer finisher, be able to trust others to take on a job completely and fully, and earn that same trust yourself.
• Be Empowered: Take on responsibility, share your views confidently but kindly, feel ownership, take pride in results,
• Fold Gold Standard: Quality and professionalism, don’t just ‘let it go’, pride ourselves on attention to detail and excellence in everything we do, deliver results.
• Embrace, pace, progress and adventure: Know that to fully embrace our ambition and our challenges, this will mean stepping out of your comfort zone - get comfortable being uncomfortable.

 
Diversity and Inclusion:

 We promote a diverse and inclusive workplace which harnesses the benefits of the diversity of our team and strives to represent the communities in which we live and work. Our vision is to establish an environment that attracts individuals from a wide range of backgrounds and talents, empowering them to contribute their best and authentic selves. We welcome and encourage applications from those who share our commitment to fostering this inclusive and authentic work culture.