Customer Service Manager

Full-time | Office-based This is a fantastic opportunity to join a passionate and forward-thinking team, leading our customer service function and ensuring our customers receive the very best at every touchpoint! Whats in it for you? 30 days holiday (including bank holidays) Company pension scheme Cycle-to-work scheme Health cashback plan Be part of a growing, values-driven clothing brand Supportive and close-knit team culture Fun team socials! Staf Discounts across products What youll be doing: Lead and support the customer service team across email, live chat, phone, and social channels Manage onboarding, training, and development of your team to deliver outstanding service Monitor performance against key service metrics (response time, satisfaction, resolution rates) Continuously review and enhance processes for queries, returns, and complaints Collaborate with Marketing to align on campaigns and customer communications Provide customer insights to Product and Merchandising teams to improve fit, quality, and design Support sustainability and ESG initiatives, embedding repair and reuse values in communication Report on KPIs and customer trends, sharing actionable insights with senior leadership Must-haves: Proven experience managing a customer service function (ideally 3+ years) Strong leadership and people management skills - you know how to get the best from your team Excellent communication skills - both written and verbal Calm, empathetic, and solutions-focused approach Highly organised and process-driven Commercial understanding of fashion retail and online sales environments Nice-to-haves: Background in e-commerce or clothing retail Experience improving customer satisfaction and optimising customer service operations Knowledge of sustainability and circular fashion principles Helpful extras Based in central Cheltenhammodern, vibrant office Regular team collaboration and training Monday to Friday! Fast-growing business with genuine career development opportunities with a global company! Be part of a global organisation, and multi award winner Celebrates creativity and passion for travel! Interested? Send your most up-to-date CV to Ellie at i2i recruitment today! Our mission of Making Recruitment Personal also means making recruitment fair. We are committed to reviewing every application through a lens of diversity and inclusion. We strive to personally connect with every applicant, but if you havent heard from us within 5 working days, please understand that your application has not been successful on this occasion.TPBN1_UKTJ

Created: 2025-12-16