Customer Service Manager

TipTopJob; Cheltenham; On-site; GBP 30,000; Full time

Job summary

A leading fashion brand in Cheltenham is seeking a Customer Service Manager to oversee the customer service team. Responsibilities include managing customer interactions, optimizing processes, and leading a small team. The ideal candidate should have over 3 years of experience in customer service, preferably in fashion or retail, and demonstrate strong leadership skills. Attractive salary and office-based role.

Benefits

Company pension scheme

Cycle to work scheme

Health Care Cashplan

30 days holiday including bank holidays

Qualifications

• 3+ years experience managing customer service in fashion, retail, or e-commerce.
• Proven track record of leading a small-to-mid-sized team.
• Demonstrable success in improving customer satisfaction and optimising processes.

Responsibilities

• Oversee day to day customer service across email, live chat, phone, and social channels.
• Lead, support, and mentor the customer service team, including onboarding, training, and performance management.
• Ensure service standards are met or exceeded.

Skills

Strong leadership and people management skills

Excellent written and verbal communication

Calm and solution-oriented under pressure

Highly organised and detail-driven

Strong commercial awareness of online retail

Tools

Shopify

HubSpot helpdesk/ticketing systems

Job description

Overview

Salary: GBP 30k per annum, dependent on skills and experience. Location: Cheltenham (office based daily). Employment type: Full time.

What We Offer

• Salary GBP 30k/annum
• Company pension scheme
• Cycle to work scheme
• Health Care Cashplan
• 30 days holiday including bank holidays

Our client and SONS are seeking a Customer Service Manager to oversee their customer service team. The successful candidate will ensure the smooth running of their customer support function, delivering exceptional service across all channels while reflecting the brand values. This role will not only manage the customer service team but refine processes, and act as the voice of the customer within the business, feeding valuable insights back into product, marketing, and operations.

About Us

and SONS are more than just a company: they are a family. With a legacy of excellence spanning many years, they have established themselves as a leader in the workwear inspired clothing industry. Their commitment to quality, innovation, and customer satisfaction sets them apart, and their people are at the heart of everything they do.

The Team You Will Be Leading

and SONS have a small team who are very important to their business. They are the face of their business, the people who inform, guide, and advise customers on everything from availability, order tracking, and dealing with any problems.

The Role

Customer Support Management

• Oversee day to day customer service across email, live chat, phone, and social channels.
• Lead, support, and mentor the customer service team, including onboarding, training, and performance management.
• Ensure service standards (response times, resolution times, satisfaction scores) are met or exceeded.

Customer Experience and Continuous Improvement

• Review and optimise processes for handling queries, returns, exchanges, and complaints.
• Ensure all customer interactions align with brand tone of voice and values.
• Use customer feedback and data to identify and resolve pain points in the online experience.
• Collaborate with Operations to improve fulfilment and return workflows.

Cross-Functional Collaboration

• Work closely with Marketing to align on promotions, campaigns, and communications.
• Provide feedback to Product and Merchandising teams on customer insights (sizing, fit, quality).
• Support ESG initiatives by embedding repair, reuse, and circularity values in customer communication.

Reporting and Insights

• Monitor and report on customer service KPIs.
• Provide regular insights to leadership to inform product and operational strategy.
• Track customer sentiment and share trends to help shape brand decision making.

Skills and Attributes

• Strong leadership and people management skills.
• Excellent written and verbal communication; customer-first mindset.
• Calm and solution-oriented under pressure.
• Highly organised, detail-driven, and process focused.
• Strong commercial awareness of online retail and fashion environments.

Your Experience

• 3+ years experience managing customer service in fashion, retail, or e-commerce.
• Proven track record of leading a small-to-mid-sized team.
• Demonstrable success in improving customer satisfaction and optimising processes.
• Familiarity with Shopify e-commerce platforms
• Experience with HubSpot helpdesk/ticketing systems

If you’re based in Cheltenham and passionate about giving garments a second life and want to make a real impact in a growing brand, we’d love to hear from you. Apply by return.

and SONS is for everyone. We believe that an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission.

We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We commit to