Customer Service Manager

Crew Clothing Head Office; Kingston upon Thames; On-site; GBP 35,000 - 45,000; Full time

Job summary

A prominent retail company in Kingston upon Thames is looking for a Customer Service Manager to lead and support the Customer Service team. This role requires excellent leadership skills and the ability to manage operations effectively. The ideal candidate will ensure high service levels and continuous improvement in the customer experience through quality assurance and performance monitoring. Competitive remuneration and opportunities for growth offered.

Qualifications

• Ability to multitask and manage competing priorities effectively.
• Confident communicator who engages colleagues at all levels.
• Experience in a contact centre or customer service leadership role.

Responsibilities

• Oversee day-to-day performance of Customer Service team across brands.
• Conduct quality assurance checks on customer interactions.
• Support ongoing improvement of customer journey through insights.
• Manage customer communication via social media channels.
• Onboard new team members with effective training.

Skills

Strong organisational skills

Excellent leadership and people management

Analytical mindset

Strong communication skills

Problem-solving skills

Tools

Zendesk

Multiple software platforms

Job description

Social network you want to login/join with:

Customer Service Manager, Kingston upon Thames

col-narrow-left

Client:

Crew Clothing Head Office

Location:

Kingston upon Thames, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

31653c9caeb2

Job Views:

Posted:

Expiry Date:

26.09.2025

col-wide

Job Description:

Customer Service Manager Full-Time Kingston-on-Thames (with travel to Braunton)

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.

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 escalate 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.