Job Description

Customer Service Agent

Full-Time

Braunton, Devon

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 Service Agent, you'll be the first point of contact for our customers, delivering exceptional service across phone, email, live chat, and social media. Whether answering a question, solving a problem, or simply offering reassurance, you'll be a key part of the customer journey and the wider Customer Service team.




This role is ideal for someone with a positive attitude, strong communication skills, and a genuine passion for helping people. No two days are the same -- so adaptability, empathy, and teamwork are essential.

Responsibilities:

Team Leadership & Support

Lead and motivate a team of CSAs to deliver outstanding service across phone, email, live chat, and social media. Oversee daily team operations, ensuring all tasks and responsibilities are managed effectively and to a high standard. Act as a first point of contact for escalated customer issues, offering confident and calm resolution. Provide ongoing support to team members, assisting with day-to-day queries and sharing best practice. Encourage a collaborative, solutions-focused environment within the team.

Operations & Administration

Supervise administrative tasks including order issues, returns, refunds, and delivery queries. Ensure all processes are followed accurately and in line with company policy. Support in monitoring team workflow to ensure prompt responses and task completion. Communicate clearly and efficiently with the Distribution Centre to help resolve order-related issues and ensure a smooth customer journey.

Communication & Reporting

Maintain clear lines of communication between the Customer Service team and management. Share insights and feedback with the wider business to help shape service improvements and highlight key trends. Ensure all team members are kept up to date with the latest product, service, and system updates

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Essential Skills & Experience:

Excellent written and verbal communication skills, with the ability to adapt your tone for different channels. A natural listener who shows empathy, patience, and understanding in every conversation. Positive attitude toward teamwork and problem solving, especially during busier trading periods. Confident using (and learning) multiple software platforms. Able to stay calm and focused under pressure, while managing multiple tasks.

Desirable

Previous experience in a customer-facing role, ideally within retail, hospitality, or a contact centre environment. Familiarity with customer service platforms (e.g. Zendesk or similar) is an advantage. INDHEADOFFICE