Head of Customer Service - Maternity Cover

This is a full time maternity cover contract, running from July 2024 until August 2025. This role is based at our head office in Richmond. The role will require a mix of office and home based work 3:2.

We're looking for an enthusiastic Head of Customer Service to join our small but mighty customer service team as maternity cover. You'll report into the VP of Finance and Logistics, and be responsible for managing our customer service team. You'll lead customer service recruitment, onboarding and training new team members, and support progression for existing team members. We're looking for someone hands on - keen to roll up their sleeves and get stuck into the day to day as well as manage the team.

Our customer service team is based in-house and we pride ourselves on being experts of our range - we want to be there to answer any and all customer queries - and do so with a smile on our face. You'll become an expert in SPOKE products and all things SPOKE, and act as a champion for our customers within the customer service team and across the business.

The role will involve:

• Heading up our small team of Customer Service Champions and running the day to day management of the team


• Maintaining SLAs and ensuring our CSAT remains consistently high


• Building and sharing regular reports updating the wider business on (but not limited to) CSAT, SLAs and NPS results


• Carrying out regular quality checks to ensure we're always providing world class customer service


• Recruiting, supporting and training newer team members as we grow


• Responding to any escalated emails and tickets where we've received a negative CSAT - fortunately these are rare!


• Becoming an expert on our customer and our products


• Troubleshooting issues, and finding smart and practical solutions to any customer queries


• Providing world class customer service, supporting our customers by phone, email, social media, chat and video calls - while you won't be on tickets all the time, we all get stuck in and help out in busy periods
  
  At least 2 years of relevant customer service management experience in eCommerce


• Proactive and comfortable making independent decisions


• A passion for helping people (whether it's people in your team or our customers)


• Word perfect english


• Outstanding attention to detail


• Excellent communication skills


• Energetic and positive character


• A quick learner with a "can do" attitude and a willingness to roll up your sleeves


• An interest in eCommerce and menswear


And you get bonus points if:

• You have experience with training customer service team members


• You have experience with Dixa and Shopify


• You're not just looking for a boring 9-5! (there will be some weekend work too)


• You know your way around an Excel (or Google) sheet


• You have prior start-up experience
  
  A competitive salary and annual bonus programme


• 25 days of holiday per year - pro-rata for the duration of your contract


• 1 paid day per year to volunteer with Matchable


• Spill mental health support


• Vitality health insurance


• 3% pension matching


• Regular team socials and events


• 3&2 working week - work from home (or anywhere else) 2 days per week


• Perhaps the most generous 'trouser allowance' anywhere in the world. unproven, but likely


Our office is, honestly, bloody lovely. Its a 30 second walk from Richmond station, so just 20 minutes to Waterloo - but also a stone's throw from the Thames, right on Richmond Green ... and in the shadow of Kew Gardens.

Workplace & Culture

We're an ambitious and driven lot. We're building a household name - and to do that, you need to jump in with both feet. So as a team we value Pace, Accountability and Ambition. We push ourselves - and you need to be ready for that.

But we're also passionate about creating a workplace that we all want to spend time in - a workplace characterised by a bit of humanity. Monday morning should feel good - and at SPOKE you encounter a culture that is collegiate, and friendly and supportive - as well as ambitious.

Of course we invest behind the usual suite of team building and bonding activities - whether that is learning to make pots, throw axes or tear around Thorpe Park on some spurious scavenger hunt. There's an annual mini-golf open, a grand prix, and once, a company Crossfit olympiad. On reflection, that was probably harder work than it needed to be, but ... we had fun.

SPOKE Diversity Statement
We're all made different. It's the reason SPOKE exists.

We're building the world's most personal menswear brand - and so we think differences are great. Differences make us stronger.

If you are wondering 'would I belong?', 'would I feel included?' by this men's chino brand in Richmond, then 'Yes'. Yes you would. Inclusion is our thing.