💼 About This Role

You'll lead and develop a team of support agents for Gymshark, ensuring outstanding customer service. You'll drive performance through coaching, data-led decisions, and escalation handling. This is a 12-month fixed-term contract with high autonomy.

🎯 What You'll Do

• Lead and develop a team of 5-10 agents with individual development plans
• Act as first point of escalation for complex customer issues
• Drive performance against KPIs through real-time coaching and feedback
• Manage scheduling, overtime, and shift adjustments

📋 Requirements

• 2+ years' experience as a Manager, Supervisor, or Team Leader
• Experience in a fast-paced, customer-facing environment
• Strong background in complaint handling and escalations
• Proven performance management experience

✨ Nice to Have

• Experience leading large teams across varied shift patterns
• Strong understanding of data analysis and performance metrics
• Coaching and mentoring experience

🎁 Benefits & Perks

• 💰 Performance-based Bonus opportunity
• 🏥 Funded Healthcare benefit
• 🏖️ 25 days holiday plus birthday off
• 📈 Contributory Employer pension scheme
• 🏋️ Gymshark Employee Discount

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Application· 15 min
2. 2Phone Screen· 30 min
3. 3Interview· 60 min
4. 4Offer· 5 min