Work for us

We're always looking for quality people to join The Paint Shed family. Our customers are what our business is all about. If you're a people person with excellent customer service skills, we want to hear from you! 

Current vacancies

Customer Service Lead (Added 5th January 2022)

Trade painters and DIY customers trust us to deliver the quality products and tools they want, quickly and affordably. We’re proud to offer an excellent service and top range of products across our stores and online.

We are looking for a hands-on Customer Service Lead to help us provide excellent customer service to our customers.

You will assist our online customers with pre- and post-sale order queries, as well as provide expert advice on the products and tools they need for their project or job.

You'll supervise our small team of customer service advisors to ensure we meet our response SLAs, and that our communication is the best it can be. You will troubleshoot issues, and directly answer escalations too.

Key Responsibilities include, but are not limited to:

  • Provide quality customer service by telephone, email, live chat and social media.
  • Manage the team and ensure that all queries are answered within SLA, and are of good quality.
  • Proactively work to resolve any escalations, contacting customers directly where required.
  • Work in partnership with various departments in the business, including store teams, to resolve potential order issues and help to troubleshoot system or customer issues.
  • Ensure that customer queries are monitored and classified correctly, and create and circulate weekly/monthly customer service reports including contact volumes, query types and trends.
  • Own and evaluate customer service systems and technologies, including case management, live chat and telephony systems.
  • Own customer contact forecasting and associated resourcing requirements.
  • Own and update Customer Service handbook to reflect new processes or policies, and create process documentation where required.

Experience required:

We are looking for a self-starter, who is enthusiastic and proactive, with real attention-to-detail, and excellent communication and written skills.

  • Experience in ecommerce customer service
  • Experience using telephone, email and live chat to help customers.
  • Experience managing, supervising and coaching teams.
  • Experience in using a contact management tool, such as ZenDesk.
  • Experience in identifying and rolling-out process improvements.
  • Passion for providing excellent customer experience.

What’s on offer

  • Competitive salary
  • 29 days holiday
  • Company pension
  • Life assurance
  • Annual bonus
  • Staff discount
  • Fantastic people to work with.

    How to apply:

    If you're interested in any of the above roles, please email [email protected] with your details. 

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