Customer Service Agent

Crew Clothing Head Office; Devon and Torbay; On-site; GBP 24,000 - 30,000; Full time

Job summary

A prominent British clothing company is seeking a Customer Service Agent to provide exceptional service across various channels. The ideal candidate will have strong communication skills, empathy, and experience in a customer-facing role. Responsibilities include leading a team, supervising operations, and maintaining clear communication with management. This role offers an opportunity to be a key part of the customer journey.

Qualifications

• Proven experience in a customer-facing role, ideally in retail, hospitality, or contact centre.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks calmly under pressure.

Responsibilities

• Lead and motivate a team of Customer Service Agents.
• Oversee daily team operations, ensuring high standard service.
• Supervise administrative tasks like order issues and returns.
• Maintain clear communication between the CS team and management.
• Share feedback to help shape service improvements.

Skills

Strong communication skills

Empathy

Team leadership

Adaptability

Problem-solving

Tools

Zendesk

Job description

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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.
• 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.
• 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.