Mountain Warehouse

Customer Care Assistant – Team Leader

Mountain Warehouse

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

About the role

  • - Support advisors and team leaders with day‑to‑day operations, escalations, and Helpchat queries
  • - Support the team in delivering a seamless customer journey across all channels, ensuring communication is clear, proactive, and solution‑focused.
  • - Collaborate with internal teams (Customer Care, Warehouse, Supply Chain, Finance, Retail) to resolve complex issues and manage expectations
  • - Maintain clear, proactive and timely communication with customers and internal stakeholders.
  • - Take ownership of tasks and small projects, ensuring timely delivery and accurate documentation.
  • - Maintain up‑to‑date knowledge of all processes, systems, and customer policies to ensure accurate guidance.
  • - Help maintain accurate documentation, process updates, and internal knowledge guides
  • - Recognise and escalate issues that impact customer experience, cost, or productivity, recommending data‑driven solutions.
  • - Monitor performance metrics, provide feedback, and identify trends to improve processes, customer experience and advisor's skills and behaviours
  • - Support the onboarding and upskilling of new and existing advisors by delivering training, refreshers, and process walkthroughs.
  • - Provide constructive feedback and coaching to advisors to support continuous improvement and KPI achievement.
  • - Assist Team Leaders in coaching sessions, quality reviews, and performance discussions when required.
  • - Handle escalated customer cases professionally, maintaining positive experiences.
  • - Ensure complex issues are resolved efficiently while maintaining a positive customer experience.
  • - Contribute to a positive, collaborative team culture that promotes engagement, morale and high performance
  • - Can demonstrate the flexibility to provide support as required by the business including ad hoc shift cover, advisor workload tasks, TL cover etc.

Requirements

  • - Experience in a customer‑facing role (retail, call centre or similar)
  • - Fluent English and strong, confident communication skills
  • - Friendly, supportive approach and great people skills
  • - Strong problem‑solving ability and confidence handling escalations
  • - Excellent attention to detail and strong organisational skills
  • - Able to work independently, take initiative and multitask in a fast‑paced environment
  • - Confident using data to identify trends and insights
  • - Good IT skills (Outlook, Word, Excel, web systems)
  • - Experience with eCommerce customer service (website, Amazon, eBay)
  • - Positive, team-oriented mindset with a can-do attitude
Benefits
  • - Competitive salary and benefits package
  • - Fully remote
  • - Holiday allowance
  • - 50% staff discount & 25% for family and friends
  • - Pension scheme
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem-solvingdata analysisdocumentationtrainingperformance metricsescalation handlingmultitaskingattention to detailprocess improvement
Soft Skills
communicationteam collaborationflexibilityinitiativepositive attitudesupportive approachorganizational skillscoachingcustomer experience focusengagement