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! What’s 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 you’ll 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-have’s: * Proven experience managing a customer service function (ideally 3+ years) * Strong leadership and people management skil...