Customer Care Supervisor
Vauxhall, London

Zapp are looking for a passionate customer care leader to join our team. You'll lead and support our agents ensuring we deliver a superior customer experience at all times. We are focussed on going the extra mile for our customers to build a strong customer connection and the highest rates of customer happiness.

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Key Responsibilities:

• Take ownership of shifts, aiming for 100% customer retention, delegating tasks to Specialists to deliver efficient and effective results.
• Identify and resolve problems by analysing the root cause, proposing solutions for future interactions.
• Act as the voice of our customers, diligently providing essential feedback to all key stakeholders to further improve the experience we deliver to our customers.
• Conduct regular one to ones and coaching/refresher training modules with Specialists to support their development.
• Look after the team’s wellbeing and attendance, being proactive in raising any flags with the senior leadership and People team.
• Analysing the Customer Care processes and systems to optimise the Specialists’ workload, aiming at creating a seamless customer experience and scalable policies.
• Share best practices within the Customer Care team and wider company, to help improve our customer experience.

Requirements:

• Previous experience as a customer service supervisor or similar in a fast-paced and high-output environment.
• Prior experience leading a home and office based customer service team is beneficial.
• Experience using  Zendesk.
• Available for shift work (variety of shifts from morning shifts to night shifts and weekends).
• Ability to use multiple systems and multitask in a fast-paced environment.