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. INDHEADOFFICE