Customer Experience Assistant lead - Teemill

Job Posted: 27 August 2025

• Contract Term: Permanent
• Location: Freshwater, Isle of Wight
• Contract Type: Full time
• Salary: Competitive rates of pay
• Industries: Administration Customer Service General Office

Customer Service Assistant Lead

Love solving problems and helping teams succeed? Join us to lead, inspire, and deliver 5-star service. 

We’re looking for a Customer Service Assistant Lead to manage, coach, and inspire our service team while ensuring every customer interaction is exceptional. You’ll balance leadership with hands-on support — helping the team grow, stepping in on complex queries, and driving improvements that keep our customers smiling. This is a people-focused role with real impact, perfect for someone who thrives in a collaborative, fast-paced environment.

What you’ll be doing

• Leading, coaching, and developing the Customer Service team through one-to-ones, feedback, and performance reviews.
• Ensuring high-quality, empathetic responses to customer tickets within agreed SLAs.
• Handling escalated or complex queries and complaints with professionalism and care. Monitoring KPIs, reporting on customer sentiment, and highlighting insights to improve service.
• Supporting colleagues across the business with customer-related queries.
• Working closely with production teams to resolve quality complaints quickly and effectively.
• Contributing to a positive, collaborative team culture by sharing best practice.

What we’re looking for

• 5+ years of customer service experience, ideally in a leadership role.
• Excellent written communication and strong listening skills.
• Calm, diplomatic problem-solver who builds trust with customers and colleagues.
• Organised and detail-driven, able to track performance and processes.
• Confident using Outlook and customer service platforms.
• (Bonus) Experience managing and coaching teams.
• Bonus) Creative thinking to raise the bar on customer service.

Cool things about this role

• Lead and shape a team dedicated to delivering 5-star customer experiences.
• Have a real say in how we support our customers and improve service.
• Work closely with production, design, and operations — you’ll be right at the heart of the action.
• Be part of a supportive, forward-thinking team that values progress and innovation.

What’s in it for you

At Teemill, we believe great work should be rewarded — so here’s what you’ll get:

• 25 days holiday + bank holidays
• Your birthday off — an extra day’s holiday just for you
• Flexible hybrid working
• Healthshield cash plan — money back on everyday health costs like dental, optical, and physio
• Team Fun Fund — a pot of cash to spend with your team on whatever you fancy
• Retailer discounts — savings at hundreds of high street and online brands
• The chance to work somewhere that’s changing the way the fashion industry works — for good