Customer Service Team Lead
Full-Time
Braunton, Devon
Crew Clothing Company was founded in Salcombe in 1993. Today Crew is a great British brand, and our success lies in our authentic passion for producing great looking, well made clothes. We now have more than 70 stores and a thriving website, and the business continues to grow.
Our people are at the heart of our company. With a passion for exceptional service, and a love for our product, our team is dedicated to offering the best customer experience – nothing is too much trouble.
Purpose of the role:
As a Customer Service Team Leader, you'll play a key role in delivering an exceptional customer experience by leading and supporting a team of Customer Service Advisors (CSAs) across all contact channels. You will be responsible for overseeing the day-to-day running of the team, handling escalations, and ensuring smooth communication between departments — all while maintaining the high standards our customers expect.
This is a hands-on role where you'll lead by example, support with live queries, and contribute to the continued growth and success of the Customer Service function.
Responsibilities:
Team Leadership & Support
* Lead and motivate a team of CSAs to deliver outstanding service across phone, email, live chat, and social media.
* Oversee daily team operations, ensuring all tasks and responsibilities are managed effectively and to a high standard.
* Act as a first point of contact for escalated customer issues, offering confident and calm resolution.
* Provide ongoing support to team members, assisting with day-to-day queries and sharing best practice.
* Encourage a collaborative, solutions-focused environment within the team.
Operations & Administration
* Supervise administrative tasks including order issues, returns, refunds, and delivery queries.
* Ensure all processes are followed accurately and in line with company policy.
* Support in monitoring team workflow to ensure prompt responses and task completion.
* Communicate clearly and efficiently with the Distribution Centre to help resolve order-related issues and ensure a smooth customer journey.
Communication & Reporting
* Maintain clear lines of communication between the Customer Service team and management.
* Share insights and feedback with the wider business to help shape service improvements and highlight key trends.
* Ensure all team members are kept up to date with the latest product, service, and system updates.
Essential Skills & Experience
* Strong written and verbal communication skills, with a confident and professional approach.
* Previous experience in a customer-facing role, ideally within retail or hospitality.
* Positive and proactive attitude to problem-solving, especially during busy periods.
* Able to remain calm under pressure and lead by example in challenging situations.
* Comfortable using multiple software platforms simultaneously, with good general IT proficiency.
* Strong organisational skills, with the ability to multitask and manage competing priorities effectively.
INDRETAIL