Customer Service Lead

About Gailarde

Gailarde is a family-run business established in 1979, as a wholesale supplier of textiles and is now one of the UK s largest suppliers of linen, bedding, furniture and homeware. Originating as a wholesale textile supplier, we've consistently expanded our wholesale operations YoY. In addition to this steady growth, we've recently made exciting strides into the Direct-To-Consumer (DTC) sector with our own brand 'UniKitOut' and the newly acquired 'noah - Starter Kits', which we added to our portfolio in May 2023.

As we look to further venture into the DTC space, we're looking to build a skilled team of eCommerce professionals to propel our expansion. Joining us means the opportunity to apply your expertise across our range of DTC brands, aiming to multiply their growth in the near future. Our team of 75 professionals, spanning various departments, are ready to support this venture, bolstered by our advanced, in-house warehouse facilities which provide a robust backbone for any DTC operations.

Whilst the last few years have seen a period of significant growth, we are still very much a family-run business and continue to hold the core values which have allowed us to prosper. As a result, Gailarde is an enjoyable place to work with a new challenge every day.

Tasks

About the Role - Customer Service Lead

We are looking for an experienced Customer Success Lead to join our growing team as we begin to rapidly scale up our eCommerce business.

Reporting directly to the CEO, you will help shape the voice of the company, ensuring our customers queries and questions are dealt with in an efficient and helpful manner, whilst representing our various brands and offering in-depth information about our products and services.

Key Responsibilities

• Build & optimise processes for our Customer Operations Team
• Helping streamline our customer service through improving service bots & saved replies - reducing our answering time.
• Build out our weekly/monthly reporting capabilities within the platforms
• Manage 2x Customer Service Executives (more to hire soon!)
• Customer Service via Email & Live Chat (Gorgias) & Amazon
• Resolve Customer issues maintaining our 5* service
• Heading up our Reviews Program (Amazon/Trustpilot)
• Communicating with our fulfillment partners (DPD, Warehouse, Hermes etc.)
• Report and collate any issues for weekly reporting to the wider team.
• Adding to our FAQ area by writing engaging articles.
• Opportunities for collaboration and responsibility on company wide projects

Requirements

About You

What we re looking for

• your written and spoken English are envied by others
• you re a quick-thinker and can diffuse difficult conversations with empathy and humour
• you re super organised and have proven your ability to prioritise effectively
• you take the rough with the smooth and take people with you on that journey
• you are full of ideas, are not shy about expressing them and get excited about executing them
• you have a positive attitude and work well under pressure
• you know what it s like to work in a young company and love the vibe (and sometimes chaos!)

Benefits

At Gailarde, we believe in building an environment for all team members to flourish in. This means having good work-life balance policies in place to help create room for everyone to use their time as effectively as possible while still hitting big goals together as a business. We don't believe in just 'doing and 'rushing' anything without a thorough plan in place; we prefer to rely on strategic thinking and intelligent project tools to help us to achieve great things collaboratively.

• Location: Our office is located in Elstree, Borehamwood with connections to the Thameslink, Northern line and plenty of parking spaces.
• Our team: We re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We re all in it together and we learn from each other.

Salary Range: As this is a vital role in shaping the future of our DTC department we are flexible based on experience.

If you have always wanted to join an eCommerce team that has the backing of a larger organisation but a startup mentality at heart, please do not hesitate to reach out to us!