Customer Service Manager

Crew Clothing Company; Devon and Torbay; On-site; GBP 30,000 - 42,000; Full time

Job summary

Crew Clothing Company invites applications for a Customer Service Manager role based in Braunton. This full-time position oversees day-to-day CS operations across brands, driving service quality and customer experience.

You will lead a team, mentor staff, and implement process improvements within a fast-paced retail setting. The role requires strong leadership, excellent communication, and a proactive, data-driven mindset to enhance service levels.

Qualifications

• Strong organisational skills to multitask across brands
• Excellent leadership and people management abilities
• Confident communicator with strong interpersonal skills
• Analytical mindset with proactive problem-solving
• Experience navigating multiple software platforms

Responsibilities

• Oversee day-to-day performance of the Customer Service team across brands and ensure SLAs are met
• Conduct regular quality assurance across written and verbal interactions
• Improve the customer journey using data-driven insights and cross-department collaboration
• Manage customer communications via social media in partnership with Brand Team
• Onboard new team members with effective induction and training
• Develop customer service processes, knowledge bases, and tools (e.g., Zendesk)
• Identify and elevate operational issues for resolution by stakeholders
• Lead, motivate and support the CS team; set performance goals and conduct reviews
• Coordinate training to close skills gaps and ensure adequate coverage during peak times
• Produce and distribute team performance reports and maintain records
• Collaborate with Retail, E-Commerce, Logistics, and IT to resolve issues quickly

Skills

Organisational skills

Leadership

Communication

Analytical mindset

Software proficiency

Tools

Zendesk

Job description

Customer Service Manager Braunton Full-Time 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.

Customer Service Manager Braunton Full-Time 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 Services Manager, you will play a key role in supporting the Customer Service team by ensuring the effective management of day-to-day operations, communication, and performance oversight. You will be responsible for monitoring team output across multiple brands, maintaining service levels, onboarding and training new team members, and supporting continuous improvements in the customer journey. This role requires strong organisational skills, the ability to motivate and lead a team, and a proactive approach to identifying and resolving operational challenges. You will work closely with various departments across the business and play a vital role in enhancing the overall customer experience through quality assurance, performance reporting, and platform optimisation.

Key Responsibilities

Customer Services Team Support

• Oversee day-to-day performance of the Customer Service team across multiple brands, ensuring service levels (SLAs) are consistently met.
• Conduct regular quality assurance checks across all written and verbal customer interactions, ensuring high standards of service delivery.
• Support the ongoing improvement of the customer journey through data-led insights, feedback loops, and collaboration with other departments.
• Manage and enhance customer communication via social media channels, ensuring alignment with brand tone and messaging in partnership with the Brand Team.
• Onboard new team members, delivering effective induction and training aligned with brand expectations and service standards.
• Contribute to the development of customer service processes, knowledge bases, and tools (e.g. Zendesk) to streamline workflows and improve the customer experience.
• Identify and elevate operational issues impacting customers, providing clear, solution-focused feedback to stakeholders.

Managing & Leadership

• Lead, motivate, and support the Customer Service team, ensuring a positive, productive working environment and a strong customer-first culture.
• Set clear expectations and performance goals for team members, monitoring individual and team progress through regular performance reviews.
• Identify skills gaps and coordinate training, coaching, or mentoring opportunities to support development and upskilling.
• Manage workload allocation and scheduling, ensuring appropriate cover during peak times, holidays, and absences.
• Act as a point of escalation for complex customer issues, supporting team members in resolution and decision-making.
• Foster open communication within the team and encourage a feedback-driven environment that supports continuous improvement.

Administration & Reporting

• Produce and distribute team performance reports to key stakeholders across the business, identifying trends and areas for improvement.
• Maintain accurate and up-to-date internal records relating to team training, performance, and customer feedback.
• Support the upkeep and optimisation of customer service platforms and tools, including contributing to platform improvements and process documentation.
• Assist with data gathering and analysis for wider customer service projects, initiatives, and presentations.

Communication & Collaboration

• Work cross-functionally with departments including Retail, E-Commerce, Logistics, and IT to resolve customer-impacting issues quickly and effectively.
• Ensure clear, professional, and consistent communication with customers across all touchpoints: phone, email, live chat, and social media.
• Represent the Customer Service team in wider business meetings and collaborate on projects to improve overall service and operational efficiency.
• Provide regular feedback to Customer Service and Operations leadership, sharing insights on customer sentiment and recurring issues.

Key Skills & Experience:

Essential

• Strong organisational skills, with the ability to multitask and manage competing priorities effectively.
• Excellent leadership and people management skills, with the ability to inspire and support a team through busy and challenging periods.
• A confident communicator with strong interpersonal skills, capable of engaging colleagues and stakeholders at all levels.
• Analytical mindset with strong problem-solving skills and a proactive approach to service challenges.
• Comfortable using and navigating multiple software platforms in a fast-paced environment.

Desirable

• Previous experience in a contact centre, customer service, or customer-facing leadership role.
• Experience using Zendesk or similar CX platforms.
• Background in retail or hospitality with direct customer interaction.

Skills

Customer Service