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 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-have’s:
* 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 Cheltenham – modern, 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 haven’t heard from us within 5 working days, please understand that your application has not been successful on this occasion