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.