Customer Service Team Leader

Encore Auctions is proud to say they are London's largest online auction of new, returned, undeliverable and overstocked items from several major online retailers.  They give thousands of consumers opportunities to acquire an extensive variety of products, sometimes at a fraction of the retail price!  It is an engaging, adrenaline-fueled experience that never fails to delight when you win an item you had your eye on!  Whether you are a new bidder or a seasoned one, each auction will be new and exciting! 

Customer Service Team Leader – Busy Warehouse Environment
📍 London, ON | Full-time | On-site

Are you someone who thrives in a fast-paced, hands-on environment where no two days are the same?
Do you have the patience and professionalism to handle challenging customers while keeping a positive attitude?
If so, we’d love to have you on our team!

About the Role:
This is a new position that has been designed to support the Branch Manager and the Customer Service Associates. We’re looking for a Customer Service Team Leader to join our busy warehouse team. You’ll be leading the Customer Service Associates who are the first point of contact for customers when they pick-up their orders, do a return or make an inquiry. The Customer Service Team Leader is basically the glue between customers, frontline staff, and leadership. The role blends people leadership, process ownership, and problem-solving; it demands a high level of skill with conflict resolution, is fast-moving, and at times, dealing with customers who may be frustrated. We’re looking for someone who can stay calm, stay firm but kind and be professional while demonstrating a solution-based approach to solve problems.

Key Responsibilities:

• Oversee day-to-day customer interactions (in person, email, online)
• Handle escalated customer complaints and complex issues
• Ensure staff follow company policies, safety procedures, and service standards
• Identify recurring customer issues and implement solutions
• Onboard, train, and coach customer service staff
• Set clear expectations and performance standards
• Conduct performance reviews and address attendance, conduct, policy violations, or performance issues
• Build a positive, respectful, and customer-focused team culture
• Schedule and manage coverage to meet business needs
• Develop and maintain customer service procedures and workflows
• Monitor KPIs (response times, resolution rates, customer satisfaction, etc.)
• Identify inefficiencies and improve service processes
• Support loss prevention, cash handling controls, and audit requirements
• Maintain confidentiality and data protection standards
• Support change management and new system/ policy rollouts
• Act as a voice for both customers and frontline employees
• Work collaboratively with warehouse and management staff to ensure smooth operations

What We’re Looking For:

• The successful candidate will possess experience working in a customer facing role in a big box retail store; i.e. cashier, returns desk, etc.
• Strong communication and problem-solving skills
• Intermediate level English reading and speaking skills
• A positive attitude and resilience when dealing with difficult or impatient customers
• A self-starter who doesn’t wait to be told what to do — you find ways to stay busy and helpful
• Reliable, punctual, and team-oriented
• If you take pride in keeping things running smoothly, can handle challenges with a smile, and don’t mind rolling up your sleeves when needed, we’d love to meet you.
• Great organizational and time management skills
• You have a keen eye and notice the details
• Ability to multi-task in a fast-paced environment
• Availability to work 9:30 am to 6:15 pm Tuesday to Saturday on a permanent full-time basis
• Ability to work over-time as needed

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Let's get to the good stuff....

Regardless of what team you are on at Encore, we all work toward a common goal; to make the customer experience with Encore a memorable one! We believe in creating lasting relationships with our employees. We appreciate your efforts and contributions and offer various benefits to enhance your employment with Encore Auctions.  These include:

• 4% Vacation pay (bi-weekly or accrual)
• Bi-weekly pay schedule
• Casual dress
• On-site parking
• Job growth opportunities
• Group Benefit enrolment for eligible full-time employees after three months
• Group Retirement Savings Plan for those interested in planning for your future
• We are located on a bus route

This role starts at $21.00 per hour. After three months of continuous employment, you will be eligible to enroll with our Group Benefit plan- we offer Single of Family coverage with Dental and Vision care included. The employer pays 50% of your premiums. 

👉 Apply today and join a team that values hard work, initiative, and great customer service.

Encore Auctions is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are an individual with a disability and you need accommodation in order to apply for this position, please contact the Human Resources Manager.