Customer Service Manager

i2i Recruitment Consultancy; Cheltenham; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading recruitment consultancy in the United Kingdom seeks a Customer Service Manager to lead their customer service function within a growing online retailer. The role requires exceptional leadership and communication skills, with a focus on delivering outstanding customer experiences. Ideal candidates should have 3+ years of experience in a similar role and a strong understanding of fashion retail. This position is full-time and office-based and offers a salary between £30,000 and £35,000 depending on experience.

Benefits

30 days holiday (including bank holidays)

Company pension scheme

Health cashback plan

Staff discounts across products

Supportive team culture

Qualifications

• Proven experience managing a customer service function (ideally 3+ years).
• Strong leadership and people management skills.
• Excellent communication skills, both written and verbal.

Responsibilities

• Lead and support the customer service team across different channels.
• Manage onboarding, training, and development of your team.
• Monitor performance against key service metrics.

Skills

Leadership skills

Excellent communication skills

Organizational skills

Empathy

Commercial understanding of fashion retail

Job description

Full-time | Office-based
£30,000-£35,000 DOE
Are you a people-focused leader who thrives on delivering exceptional customer experiences?
Do you want to play a key role in shaping the service strategy of a growing online retailer with a strong brand identity and loyal customer base?
This is a fantastic opportunity to join a passionate and forward-thinking team, leading our customer service function and ensuring our customers receive the very best at every touchpoint.

What’s in it for you?

• 30 days holiday (including bank holidays)
• Company pension scheme
• Health cashback plan
• Be part of a growing, values-driven clothing brand
• Supportive and close-knit team culture
• Staf Discounts across products

What you’ll be doing:

• Lead and support the customer service team across email, live chat, phone, and social channels
• Manage onboarding, training, and development of your team to deliver outstanding service
• Monitor performance against key service metrics (response time, satisfaction, resolution rates)
• Continuously review and enhance processes for queries, returns, and complaints
• Collaborate with Marketing to align on campaigns and customer communications
• Provide customer insights to Product and Merchandising teams to improve fit, quality, and design
• Support sustainability and ESG initiatives, embedding repair and reuse values in communication
• Report on KPIs and customer trends, sharing actionable insights with senior leadership

Must-have’s:

• Proven experience managing a customer service function (ideally 3+ years)
• Strong leadership and people management skills – you know how to get the best from your team
• Excellent communication skills – both written and verbal
• Calm, empathetic, and solutions-focused approach
• Highly organised and process-driven
• Commercial understanding of fashion retail and online sales environments

Nice-to-have’s:

• Background in e-commerce or clothing retail
• Experience improving customer satisfaction and optimising customer service operations
• Knowledge of sustainability and circular fashion principles

For immediate consideration send your CV to Ellie at i2i Recruitment today...