Customer Service Manager

River Island Clothing Co., Ltd.; City Of London; On-site; GBP 40,000 - 60,000; Part time

Job summary

A well-known fashion retailer is seeking a Customer Service Manager to manage relationships with high-value customers. The role involves ensuring exceptional service, resolving issues, and improving customer satisfaction through tailored solutions. Candidates should possess proven experience in customer service or relationship management, strong communication, and problem-solving skills. The position offers a fixed-term contract and is located at the Head Office in London.

Benefits

50% staff discount

Free onsite gym

Flexible working

Generous bonus scheme

25 days paid holiday

25 days paid holiday

Qualifications

• Proven experience in customer service, account management, or relationship management.
• Strong communication skills, with the ability to build rapport and trust with high-value customers.
• Excellent problem-solving and conflict resolution abilities.
• Strong organisational skills and the ability to manage multiple key accounts simultaneously.
• Data-driven with the ability to analyse customer feedback and implement changes based on insights.
• Ability to work cross-functionally and collaborate with various teams within the organisation.
• A customer-first mindset with a passion for delivering exceptional service and enhancing customer satisfaction.

Responsibilities

• Build and maintain strong relationships with key customers.
• Handle escalated customer inquiries and complaints efficiently.
• Collect and analyse customer feedback for service improvement.
• Collect and analyse customer feedback to improve service delivery.
• Collaborate with teams to ensure customer expectations are met.

Skills

Customer relationship management

Strong communication skills

Problem-solving abilities

Organisational skills

Data analysis

Cross-functional collaboration

Customer-first mindset

Education

Experience in customer service or account management

Job description

Customer Service Manager

Department: Digital

Employment Type: Fixed Term Contract

Location: Head Office, Chelsea House

Reporting To: Emily Haddrell

Description

The Customer Services Relationship Manager will focus on managing and enhancing the relationship with our most valuable customers, ensuring they receive exceptional service, tailored solutions, and a seamless experience. You will be responsible for identifying customer needs, resolving issues, and acting as the primary point of contact for high-value accounts. This is an important role for ensuring that customer satisfaction is consistently high and customer retention is improved.

Responsibilities

Customer Relationship Management

Build and maintain strong, long‑lasting relationships with key customers, ensuring high levels of satisfaction and loyalty. Act as the primary point of contact for key accounts, providing personalised support and addressing any concerns or issues they may have. Ensure that all customers receive a proactive, solution‑oriented service experience. Develop customer retention strategies and work to increase overall customer lifetime value (CLTV).

Issue Resolution & Escalation Management

Handle escalated customer inquiries and complaints with professionalism and efficiency, ensuring timely and satisfactory resolution. Collaborate with other teams (e.g., logistics, product, IT) to resolve complex issues, ensuring the customer experience is not impacted. Monitor customer feedback and proactively identify trends or potential service issues that may require escalation or process improvement.

Customer Insights & Reporting

Collect and analyse customer feedback, identifying areas for improvement in service delivery, processes, or products. Provide regular reports on key account performance, satisfaction levels, and customer trends to senior management. Use data and customer insights to drive continuous improvements in customer service practices and policies.

Service Excellence & Tailored Solutions

Work with the product and sales teams to deliver bespoke solutions for customers, ensuring they have access to the right products, services and support. Ensure customers are kept informed of new product launches, promotions and services that may benefit them. Provide training and guidance to the customer service team on managing relationships with key customers.

Cross‑Functional Collaboration

Collaborate with sales, marketing and operational teams to ensure customer expectations are met and exceeded across all touchpoints. Act as a bridge between the customer and internal teams, ensuring that customer requirements and feedback are clearly communicated. Work closely with the customer service team to identify and share best practices in customer relationship management.

Customer Retention & Loyalty

Develop strategies to increase customer retention, working with the marketing team to create loyalty programmes, special offers and personalised customer experiences. Work on initiatives to enhance the overall customer journey, ensuring customers feel valued and engaged at every stage.

Job Requirements

• Proven experience in customer service, account management or relationship management, preferably within e‑commerce, retail or fashion.
• Strong communication skills, with the ability to build rapport and trust with high‑value customers.
• Excellent problem‑solving and conflict resolution abilities, with a focus on maintaining positive customer relationships.
• Strong organisational skills and the ability to manage multiple key accounts simultaneously.
• Data‑driven with the ability to analyse customer feedback and implement changes based on insights.
• Ability to work cross‑functionally and collaborate with various teams within the organisation.
• A customer‑first mindset with a passion for delivering exceptional service and enhancing customer satisfaction.

About Us

We’re a much‑loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.

This role is based at our Head Office in West London. Check us out here on a map.

What we can offer you:

💰 Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!

🛒 Reducing Islanders everyday expenses through discounts, benefits, financial advice and wellbeing solutions via Reward Gateway!

🎉 A free onsite gym, subsidised restaurant & café to fill your needs. Various social events to socialise throughout the year.

🤎 Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!

💻 Flexible working is a given, on top of payday and summer early finish Fridays.

💕 Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.

🎓 Support with upskilling through on‑the‑job training and qualifications. A succession plan if you want to progress.

💰 A generous bonus scheme & private pension plan.

🩺 The choice to opt in for healthcare through our provider AXA.

☀️ 25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!

Keeping You Safe

At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values – including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs. To find out more, please visit www.gov.uk.

Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise. To find out more about this interview process, check out our hiring process below.