Customer Service Lead

Onsite Shoreham-by-Sea Up to £32,000 DOE

Do you have solid experience in customer service and the confidence to guide and support a small team?

Would you enjoy working in a friendly, hands on environment where you can help shape the customer journey and support continuous improvement?

Are you looking to develop your leadership skills within a growing fitness business where your contribution directly influences customer satisfaction and team performance?

If so, this could be the perfect next step.

JTX has supported our customers on their home fitness journeys since 2009, earning a strong reputation for quality equipment, excellent service, and a genuine commitment to wellbeing. With a refreshed brand, new website, and an expanding product range, it's an exciting time to join the team.

As Customer Service Supervisor, you'll play a key role in day-to-day operations-supporting customers, assisting the team, and ensuring processes run smoothly. You'll report to the Customer Service Manager/Managing Director and act as a go-to person for guidance, escalations, and operational support.

Key Responsibilities

Daily Customer Support

• Monitor the inbox each morning and flag any priority or escalation cases.

• Handle customer enquiries via phone, email, live chat, in person, and social media.

• Support customers with product advice and resolve post sale issues.

• Manage Amazon customer messages and ensure performance meets Amazon SLAs.

• Log all activities accurately in the CRM system.

• Support showroom visitors with demonstrations while maintaining clean, safe displays.

• Liaise with couriers, engineers, and warehouse teams to ensure timely resolutions.

• Use troubleshooting guidelines to diagnose issues and arrange solutions such as spare parts, replacements, engineer visits, or practical advice.

• Update engineer jobs in the CRM and monitor the Technical inbox to ensure revisits are actioned within SLA.

Team Support & Leadership

• Lead daily team huddles and communicate relevant updates.

• Help ensure the team follows customer service processes and meets SLAs.

• Review calls and emails to maintain a consistent standard of service.

• Support monthly 1:1s by providing input on performance and development needs.

• Assist with sickness management, return to work discussions, and holiday approvals.

• Participate in fair allocation of showroom cover.

• Spot recurring issues or trends and share insights with the Technical Team.

• Support the reporting of customer service KPIs and flag concerns promptly.

Act as the first escalation point for challenging or complex customer cases.

We're looking for someone who brings:

• Strong customer service experience, including handling varied queries across multiple channels.

• Previous supervisory or team leading experience-or clear potential and readiness to step into this level.

• Excellent written and verbal communication skills.

• A calm, professional approach, especially when managing pressured situations.

• Confident problem solving and escalation handling.

• The ability to coach and support team members.

• Good organisational skills with the ability to prioritise in a busy environment.

• A practical, hands on attitude and strong attention to detail.

Why Join?

This is a great opportunity for someone looking to step up into a leadership role within a supportive and growing organisation. You'll be valued, given room to develop, and encouraged to take ownership while maintaining a healthy work life balance.

Benefits include:

• 25 days' annual leave

• Company pension scheme

• Medicash health plan

• Staff discounts + access to the on site gym showroom

• Regular company socials

• A relaxed, beachside HQ on the South Coast

Ready to take the next step? Apply today for immediate consideration.