Customer Experience Lead – Fashion Retail, Basingstoke

WALK London; Basingstoke; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Office in Basingstoke

Job summary

WALK London is seeking a Customer Service Manager to own the customer experience from first contact to final resolution at our Basingstoke office. You will handle orders, delivery queries, returns, exchanges and refunds across email, phone and social channels, keeping responses fast and on-brand.

You’ll shape how we care for customers, improve workflows, and ensure every interaction feels personal, helpful and right first time, with a calm, hands-on approach to everyday queries.

Qualifications

• Proven experience running or managing a customer service function in retail or fashion.
• Comfortable owning a function solo while building the bigger picture.
• Excellent written and spoken communication with a warm, human tone.
• Calm, solution-first approach to complaints and escalations.

Responsibilities

• Take full ownership of customer service at WALK, end to end: enquiries, orders, returns, exchanges, refunds, and everything in between.
• Manage all customer contact channels across email, phone, and social, keeping response times fast and on-brand.
• Be the first point of contact for order and delivery issues, coordinating with couriers and warehouse.
• Handle escalations directly: apologise once, then fix it, calmly and properly.
• Support customer service across stockists as well as WALK's site.
• Track recurring issues and feed back to the wider team as CS is often the first sign of a product/problem.
• Build and improve templates and FAQs to ensure a consistently good answer.
• Report on service performance and use it to raise the bar.

Skills

Customer service leadership

Communication

Problem solving

Escalation handling

Data analysis

E-commerce knowledge

Attention to detail

Tools

Order management systems

Marketplaces

Job description

WALK London is seeking a Customer Service Manager to own the customer experience from first contact to final resolution at our Basingstoke office. You will handle orders, delivery queries, returns, exchanges and refunds across email, phone and social channels, keeping responses fast and on-brand.

You’ll shape how we care for customers, improve workflows, and ensure every interaction feels personal, helpful and right first time, with a calm, hands-on approach to everyday queries.