Job Description
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!
Whats 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 youll 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-haves:
Proven experience managing a customer service fu...