Customer Service Lead - Full Time / Belfast HQ

Customer Service Lead - Full Time / Belfast HQ

At RESPONSIBLE we understand the true cost that fashion has on our world and  we want to make it better.

We are building a diverse and entrepreneurial team, on a mission to shake-up  fashion and make it more sustainable. Circularity and re-commerce are the key to achieving this. We will make re-commerce accessible and available to a new generation of customers, re-defining how they buy clothes and think about used clothing.

Let’s show the world what it means to be RESPONSIBLE.

The Role

This is a hands-on customer service role and it will be your responsibility first and foremost to respond to customers enquiries.

By working closely with our customers you will have the unique opportunity to hear feedback directly from the source. It is your role to uncover problems that need to be solved.  You will know what our customers like and dislike about a certain product or service and will relay their perspectives to relevant stakeholders in the business. You are the person who will help provide a better experience for RESPONSIBLE’s customers by letting their voice be heard.

Customers funnel into our business through several different channels and it is the responsibility of the Customer Service Lead to oversee and manage these channels effectively.  It is your job to ensure that our customers have the best experience possible, no matter what channel they choose to contact us on. 

The role requires someone with the ability to think logically and critically. You will be responsible for creating action plans for customer service which are in line with the Company objectives.  You will work with Key Performance Indicators and have a handle at all times on how customer service is performing. 

RESPONSIBLE is a fast growing start-up and with that comes a business environment which is always shifting and changing.  It will be the Customer Service Lead’s job to liaise with other teams in the business and forecast for upcoming changes and quickly adapt the customer service trajectory as and when needed.  You will evaluate our current processes and policies with a fine tooth comb to identity what is working well, how we could improve and where the gaps are. You will prepare reports and present customer data to other stakeholders at RESPONSIBLE including preparing for and presenting at the company’s weekly Trading Review. 

This role will report to the Chief of Staff and work closely with the Operations, Marketing and Acquisition teams in the business.


About You

You will likely have described yourself, on more than one occasion, as a 'people person’.  You are friendly, patient and naturally put people at ease.  You will be known for your positive attitude and helpfulness. You care deeply about people and therefore about customer support.  You are motivated to efficiently solve problems for customers and understand the role that plays in making a customer-centric business successful.  You are a naturally empathetic and articulate communicator.  You are proactive and can foresee problems with an innate ability to see the needs of others.  You enjoy getting onto other peoples level, and when it comes to a customer, you have the ability to quickly figure out what they need and how you can meet that need by balancing it with the needs of the business. 

You are comfortable spinning several plates whilst remaining calm under pressure, yet you know when something is over your head and you are not afraid to ask for help. You welcome feedback.  You are self-motivated and confident in working independently yet you would also be comfortable leading a team of people.

The Responsibilities

  • Maintain a positive, empathetic and professional attitude towards customers at all times.
  • Resolve product or service enquiries via phone, WhatsApp, email and website instant chat by clarifying the customer’s issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, all in a considerate and timely manner.
  • Build sustainable relationships of trust with RESPONSIBLE’s customers through open and authentic communication.
  • Compose thoughtful, personalised responses to customer requests.
  • Manage communications with sellers on our direct product acquisition channel.
  • Take ownership of technical issues and customer problems from beginning to end.
  • Triage incoming requests, track data and trends in customer issues to flag these for the rest of the team.
  • Analyse our internal customer services processes and suggest improvements.
  • Contribute to the ongoing learning and success of Customer Service through the creation of help documentation, guidelines and policies.
  • Update help documentation to ensure customers never ask the same question twice.


Required Skills / Experience

  • Proven customer service experience or experience as a client service representative.
  • Excellent communicator, both written and verbal.  You are skilled at explaining problems and solutions succinctly and clearly.
  • Active listening - you can hone your listening skills to decode what our customers want and truly help them.
  • Empathetic negotiation skills - the ability to be persuasive and assertive with customers without offending.
  • Critical thinking - the ability to think from a customers perspective and figure out why or how the problem arose in the first place.
  • Outstanding collaboration skills - with both our customers and our employees.


Nice to haves

  • You have experience and / or interest in Product Management.
  • You have experience providing customer service in a dynamic start up environment.
  • Experience working with Shopify.


Other information

    • This is a Full Time role
    • £25,000 per annum
    • 40 hours per week 
    • Flexible working arrangements
    • Company Health Insurance
    • Company pension
    • 21 days annual leave plus stats
    • Employee discounts
    • Cycle to work scheme

  • We are always on the lookout for great people, if you think you have what it takes for life at a fast-paced startup - get in touch! 

    RESPONSIBLE is an equal opportunity employer. We believe in celebrating differences and are committed to creating an environment where our employees' voices and diverse perspectives of the world are included, respected, and valued.

    APPLY BY: Sending your CV to , using subject line "Customer Service Lead”