Customer Contact Supervisor (Maternity Cover)

Customer Contact Team Leader – Richemont Customer Service (UK)

As the Customer Contact Team Leader for Richemont Customer Service in the UK, you will be responsible for managing all inbound and outbound communication, overseeing the follow‑up of repairs, and developing relationships with B2B customers and internal stakeholders across our full range of luxury products. You will lead, motivate, and support a team to solve difficult cases and collaborate with back‑office and technical teams to find solutions.

Responsibilities

• Team Management
  • Lead, manage, and motivate the Customer Contact Team to deliver a great customer service experience.
  • Manage organization, performance, and workload of the team.
  • Recruit, train, and develop team members.
  • Review and monitor KPIs and continuous improvement projects to enhance efficiency and customer experience.
  • Ensure adherence to team operating rules (absence, hours, remote work) and participate in morning briefings.
• Customer & Stakeholder Relationship Management
  • Manage relationships with B2B customers, Richemont Maisons, internal boutiques, and the European customer relation centre.
  • Handle all communication with stakeholders (B2B, manufacturers, Maisons).
  • Serve as the link between Maisons/manufacturers and the team through regular visits and calls.
  • Respond to B2B and internal requests regarding customer service and spare‑part orders, ensuring application of Brand Policies.
  • Collaborate with other managers/supervisors to deliver the best possible service and improve service levels.
• Repair & Spare Parts Management
  • Manage the repairs portfolio and follow up on cost estimates.
  • Communicate repair delays and completion dates to customers.
  • Track repairs sent to manufacturers/subcontractors and update status.
  • Process quotes, accept or reject them, and handle file approvals.
  • Coordinate with regional spare parts operations, workshops, and subcontractors to meet KPIs.
• Issue Resolution & Escalation
  • Handle customer claims and elevate difficult cases to management or local brands.
  • Mark knowledge in Warranty, product exchange, counterfeiting, and theft cases.
  • Investigate root causes of escalations and recommend corrective actions.
• Cross‑Functional Support
  • Provide support to platform teams as required.
  • Leverage experience in Customer Service/Hospitality and strong communication skills.
  • Maintain a professional phone manner and a solutions‑driven mindset.
  • Show resilience under pressure, autonomy, efficiency, and rigor.
  • Adaptability and openness to change.
  • Experience with SAP is an advantage.

Qualifications

• Strong team leadership and development experience.
• Excellent communicator with internal and external clients at all levels.
• Experience managing customer service teams and handling high‑level complaints.
• Ability to work efficiently under pressure and meet tight deadlines.
• Self‑motivated, autonomous, and results‑oriented.
• Advantage: SAP knowledge.

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