Customer Service Agent

Crew Clothing Head Office; Devon and Torbay; On-site; GBP 21,000 - 25,000; Full time

Job summary

Crew Clothing Company is seeking a Customer Service Agent to be the first point of contact for customers across phone, email, live chat and social media. You'll resolve issues, handle returns and refunds, and guide customers through the journey with empathy and clarity.

Ideal candidates are positively minded, with strong communication skills, adaptability, and a genuine passion for helping people. Teamwork and composure under pressure are essential to succeed in a busy retail environment.

Qualifications

• Excellent written and verbal communication skills.
• Previous experience in a customer-facing role, ideally within retail, hospitality, or a contact centre environment.
• Ability to stay calm and focused under pressure while handling multiple tasks.
• Strong teamwork and empathy in every conversation.
• Familiarity with customer service platforms such as Zendesk is an advantage.

Responsibilities

• Supervise administrative tasks including order issues, returns, refunds, and delivery queries.
• Ensure processes are followed accurately in line with company policy.
• Support in monitoring team workflow to ensure prompt responses and task completion.
• Communicate with the Distribution Centre to resolve order-related issues and ensure a smooth customer journey.

Skills

Communication skills

Customer service

Empathy

Teamwork

Calm under pressure

Tools

Zendesk

Job description

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:

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.
• 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.