Customer Service Manager: Lead Multi-Brand Experience

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

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.