Customer Service Agent
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
Agent, you’ll be the first point of contact for our customers, delivering
exceptional service across phone, email, live chat, and social media. Whether
answering a question, solving a problem, or simply offering reassurance, you’ll
be a key part of the customer journey and the wider Customer Service team.
This role is ideal for
someone with a positive attitude, strong communication skills, and a genuine
passion for helping people. No two days are the same — so adaptability,
empathy, and teamwork are essential.
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:
* Excellent written and verbal communication
skills, with the ability to adapt your tone for different channels.
* A natural listener who shows empathy,
patience, and understanding in every conversation.
* Positive attitude toward teamwork and
problem solving, especially during busier trading periods.
* Confident using (and learning) multiple
software platforms.
* Able to stay calm and focused under
pressure, while managing multiple tasks.
Desirable
* Previous experience in a customer-facing
role, ideally within retail, hospitality, or a contact centre environment.
* Familiarity with customer service
platforms (e.g. Zendesk or similar) is an advantage.