Location: GL52 6HJ, Cheltenham, Gloucestershire, South West, UKFull-time | Office-basedThis 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 schemeCycle-to-work schemeHealth cashback planBe part of a growing, values-driven clothing brandSupportive and close-knit team cultureFun team socials!Staf Discounts across productsWhat youll be doing:Lead and support the customer service team across email, live chat, phone, and social channelsManage onboarding, training, and development of your team to deliver outstanding serviceMonitor performance against key service metrics (response time, satisfaction, resolution rates)Continuously review and enhance processes for queries, returns, and complaintsCollaborate with Marketing to align on campaigns and customer communicationsProvide customer insights to Product and Merchandising teams to improve fit, quality, and designSupport sustainability and ESG initiatives, embedding repair and reuse values in communicationReport on KPIs and customer trends, sharing actionable insights with senior leadershipMust-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 teamExcellent communication skills - both written and verbalCalm, empathetic, and solutions-focused approachHighly organised and process-drivenCommercial understanding of fashion retail and online sales environmentsNice-to-haves:Background in e-commerce or clothing retailExperience improving customer satisfaction and optimising customer service operationsKnowledge of sustainability and circular fashion principlesHelpful extrasBased in central Cheltenham
modern, vibrant officeRegular team collaboration and trainingMonday to Friday!Fast-growing business with genuine career development opportunities with a global company!Be part of a global organisation, and multi award winnerCelebrates 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