About Islander
Islander is a proudly Scottish accessories brand, designed and headquartered in Edinburgh. Through our retail stores and workshop experiences across Scotland, we create personalised accessories inspired by heritage craftsmanship and modern design.
With multiple stores and workshops already established and new London locations launching soon, Islander is entering a significant phase of growth.
Customer experience sits at the heart of our brand.
The Opportunity
We are seeking an experienced Customer Service Team Leader to lead our Head Office Customer Service function and support the next stage of our expansion.
This role provides both leadership and operational oversight. You will set direction for the department while maintaining clear visibility of day-to-day performance, ensuring communication, structure and service standards remain strong as volume increases.
Key responsibilities include:
Leading and developing the Customer Service team
Overseeing all customer communication across email, phone and social media
Managing workshop bookings and customer diaries to ensure smooth scheduling
Supervising order processing, returns and stock-related enquiries
Liaising with retail, wholesale and warehouse teams
Introducing structure, reporting and continuous improvement
Preparing the department for increased demand as new stores open
This is a role for someone comfortable taking ownership, driving performance and building capability within a growing business.
Requirements
Proven management or supervising experience within a customer service environment
Strong operational and organisational capability with the ability to inspire and guide the team effectively
Confident decision-maker with excellent communication skills
Demonstrated ability to handle challenging situations with professionalism and tact.
Able to manage workload, priorities and team performance effectively
Commercially aware and solutions-focused
Comfortable working in a fast-moving retail environment
This position offers an engaging environment where leadership, communication, and analytical skills are valued highly. We seek dedicated individuals eager to make a meaningful impact on our organisation's success through exceptional customer service delivery.
Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Benefits:
* Employee discount
* On-site parking
* Private dental insurance
* Private medical insurance
Work Location: In person