Customer Care Team Lead

  • Havelock Terrace, Nine Elms, London SW8, UK
  • Part-time

Company Description

Oxwash is an eco on-demand laundry and dry cleaning start up founded in Oxford. Oxwash use electric cargo bikes to collect and deliver the laundry directly to their customers door, before washing the items using state-of-the-art low temperature technology.

Oxwash is a sustainability driven business- saving the planet by reducing our impact is the driving force behind our business. We are looking for team members who share our passion for sustainability and have a good understanding of the environmental issues we are currently facing.

Job Description

Oxwash is looking for a Customer Care Team Lead to help shape and influence our already robust Customer Service program. You'll manage all contact channel management, drive the daily delivery of the team's targets and ensure we identify all opportunities to deliver a first-class customer experience to our customers. The role will have huge opportunities for growth alongside our expansion plans. The successful candidate will begin working with our management teams and going onto build your own Customer Care team as we develop.


Key Responsibilities

  • Manage daily customer contact

  • Ensure we deliver first class customer service

  • Implement and manage our FAQ’s to ensure relevance to key customer queries

  • Develop specialist knowledge of our products and platform

  • Continually work on our customer journey ensuring best practice in key areas

  • Work with the Dev Team and help implement features to improve experience

  • Build and develop a Customer Care team in the mould of Oxwash and requirements

  • Own customer service within the brand, training and implementation


Previous Experience

2+ years working in customer care

Experience with ZenDesk/HubSpot or similar

Knowledge of on demand delivery sector (desirable)

1+ years sales experience (desirable)

Knowledge of garment care/laundry industry (desirable)


Key Skills

  • Highly adaptable, personable and a can do attitude

  • Very organised and able to manage scheduling/rostering

  • Experience motivating and managing across remote teams

  • Ability to identify innovative solutions to challenges

  • Passion for improving the environment/sustainability 

  • Loves talking on the phone - would always jump on a call instead of sending an email

Additional Information

Diversity & Inclusion

At Oxwash we aim to encourage, support and champion the diverse communities that we serve. We believe that a large part of becoming a fully sustainable business is being one that continues to listens to all voices. In order to do that effectively we must be representative within our teams of all the wonderfully diverse talent available to us.


The Benefits of Working at Oxwash

You will be part of a growing technology startup and help shape the future of self-development, mental health and independent learning. Oxwash cares deeply about leading the way as an employer and providing a more inclusive and diverse workplace for all. We are committed to achieving a BCorp status in 2020.


The Perks 

  • Enhanced sickness policy and maternity/paternity leave

  • Free personal laundry and wet/dry cleaning

  • Free mental health support provided by SPILL

  • Share options available


Timing & Next Steps

Please send a copy of your CV with a cover letter detailing what excites you about the role. Applications with a comprehensive cover letter will be much more likely to receive a response than blank applications.


Job Location: 2 days a week in office, remote working otherwise

Hours of work: 1-10pm 3-4 days per week

Job Types: Part time with flexible hours, Permanent

Salary: £25,000.00-£28,000.00 pro rata per year