Job description

Customer Care Supervisor - Permanent, Full Time

Office based in Belfast

Are you passionate about customer experience, and team leadership? We're looking for a dedicated and engaging Customer Care Supervisor to join a growing retail brand known for its commitment to quality and style.

This is an exciting opportunity for someone with a background in fashion or lifestyle retail who takes pride in delivering exceptional service and leading others to do the same. If you thrive in a fast-paced, customer-centric environment and love finding solutions that leave a lasting impression, we'd love to hear from you.

The Role

As a Customer Care Supervisor, you'll lead a small, dynamic team responsible for providing first-class support to customers both pre- and post-purchase. You'll ensure every interaction reflects the brand's tone, values, and commitment to excellence. You'll also work closely with retail stores, suppliers, and logistics teams to ensure smooth resolutions and seamless customer journeys.

Key Responsibilities:

Supervise and support the customer care team, ensuring a high standard of service across all communication channels (email, phone, and social).
Handle escalated customer queries and complaints, ensuring empathetic, timely, and brand-aligned resolutions.
Liaise with retail stores, warehouse, and suppliers to coordinate deliveries, exchanges, and returns efficiently.
Oversee the management of customer orders, ensuring accuracy and attention to detail at every stage.
Support the development and training of the customer care team, focusing on service excellence and product knowledge.
Provide feedback to management on recurring issues, customer insights, and opportunities for process improvement.
Maintain strong product knowledge across collections to confidently assist customers with style, sizing, and aftercare queries.
Uphold brand presentation standards in all written and verbal communications, ensuring consistency with brand identity.
Monitor team performance metrics and contribute to the continuous improvement of service delivery.

The Person

Essential Skills & Experience:

Proven experience in a customer-facing or service leadership role within similar industry, or fashion, lifestyle, or premium retail.
Strong leadership and coaching skills with the ability to motivate and support a team.
Excellent written and verbal communication, with a warm, professional tone.
Highly organised with strong attention to detail and the ability to manage multiple priorities.
Confident using Microsoft Office and CRM systems.
Calm and solutions-focused when handling challenging situations.

For more information and a confidential chat please reach out to Jack Groves @ VANRATH

From the very first conversation, Jack took the time to truly understand what I wanted from my next career step. His support and insight made all the difference - within no time, he matched me with a position that fit perfectly and guided me through the entire process with ease.

I can't recommend Jack from Vanrath highly enough. We first spoke on a Friday, and by Tuesday, I'd accepted an offer for a role that suited me down to the ground. Throughout, Jack was proactive, approachable, and kept me informed every step of the way.

Exceptional service from start to finish! Jack went the extra mile to make the whole experience seamless and stress-free. He was consistently professional, genuinely supportive, and clearly invested a great deal of care and attention into helping me secure the right role.

Working with Jack was a real pleasure, especially through a more complicated recruitment journey. He was always available, quick to reply, and offered thoughtful advice at every stage. His guidance and encouragement made a challenging process feel straightforward.