Reporting to the Head of Contact Centre, you will lead a team of Customer Care Advisers to deliver outstanding service across phone, email and live chat channels. You’ll be responsible for coaching and developing colleagues, managing day-to-day operational performance, and ensuring the team consistently meets customer satisfaction and productivity targets. You will also work closely with colleagues across Operations, Stores and IT to resolve complex customer issues and to identify opportunities for process improvement.

Key responsibilities:

• Lead, inspire and develop a high-performing Customer Care team through coaching, 1:1s, performance reviews and targeted training plans.

• Manage resource planning and shift rotas to ensure adequate cover during peak trading periods, including evenings, weekends and bank holidays.

• Own team performance metrics (CSAT, NPS, first contact resolution, average handle time and SLA adherence) and drive continuous improvement to achieve targets.

• Provide timely feedback, support and escalation for complex or sensitive customer enquiries, ensuring satisfactory outcomes and appropriate follow-up.

• Work cross-functionally with Stores, Logistics and Product teams to resolve recurring issues and to feed customer insight into service, product and policy improvements.

• Develop and maintain clear processes, knowledge articles and quality standards to enable consistent and efficient service delivery.

• Recruit, onboard and retain talented colleagues, fostering an inclusive and supportive team culture where everyone can bring their authentic self to work.

• Monitor customer feedback and trends, prepare regular management reports and present actionable recommendations to senior stakeholders.

What we’re dreaming of seeing:

We’re looking for an experienced people leader with a proven track record in customer service management, ideally within a retail or contact centre environment. You’ll be confident using performance data to influence decisions, able to prioritise in a fast-paced setting and comfortable working flexible hours to support peak times.

Ideally, you will have:

• Experience managing a multi-channel customer care team and delivering measurable improvements in customer satisfaction and operational efficiency.

• Strong coaching and people management skills, with the ability to motivate colleagues and develop capability.

• Proven ability to analyse performance metrics, identify trends and implement targeted improvement plans.

• Excellent communication skills and the confidence to influence stakeholders at all levels.

• Comfortable with change and continuous improvement, and skilled at implementing new processes and systems.

• Proficient with CRM systems and Microsoft Office; experience with contact centre platforms is desirable.

The best sleep is when we feel comfortable…

We welcome applications from people of all backgrounds and treat everyone with respect. We encourage you to bring your authentic self to work and will support you to thrive as part of our team.

The cool side of the pillow (our benefits):

We value the contribution of our colleagues and offer a competitive benefits package, including:

• Competitive salary with performance-related incentives

• Up to 50% colleague discount across our ranges

• Health and wellbeing support including Medicash cashback options and access to Retail Trust services

• Group Income Protection and pension scheme provided by Legal & General

• Group Life Assurance – 2x annual salary

• Annual leave: 31 days in year one, increasing with length of service; annual leave buy and sell scheme

• Enhanced maternity and adoption leave (qualifying periods apply)

• Learning and development programmes and internal progression opportunities

(*qualifying periods apply)