Job Description

Customer Service Manager

Location:

Northwich, Cheshire (Office-based)

Hours:

Full-time, 38 hours per week

Start Date:

ASAP

Are you an experienced Customer Service professional with a passion for fashion and e-commerce? We're looking for an organised, efficient and people-focused Customer Service Manager to lead our small but busy team, providing top-tier support across a portfolio of leading fashion e-commerce sites.

Who We Are

We operate several successful e-commerce fashion and lifestyle stores including My Fox Bag, Yards Store, Parasol Store, and The Sporting Lodge, selling premium clothing, footwear and accessories to customers across the UK and internationally. Alongside our own brands, we also manage customer service and distribution for several third-party websites.

The Role

As our Customer Service Manager, you'll oversee the daily operations of our Customer Service team, ensuring smooth delivery of customer support across all touchpoints. This is a hands-on role where you'll not only manage the team's workload but also handle day-to-day customer interactions and administrative tasks.

Key Responsibilities

Oversee and coordinate the workload of our Customer Service Advisors Respond to customer enquiries via email, live chat and phone Assist customers with product, order and delivery questions Process refunds, faulty returns, and delivery claims (e.g. Royal Mail) Contact customers regarding out-of-stock issues and fraud checks Authorise and follow up on fraud verification emails Respond to reviews on public platforms (e.g. Trustpilot) Liaise with the Head of Logistics on order fulfilment issues

About You

Proven experience in a Customer Service role, ideally in retail or e-commerce Experience managing or leading a team and conducting appraisals Highly organised and able to prioritise multiple tasks efficiently Excellent written and verbal communication skills Comfortable using digital tools and customer service platforms A people person with a proactive, solution-focused approach Able to remain calm under pressure - especially during busy periods (e.g. Black Friday)

What We Offer

Full training on all internal systems and processes Competitive salary (dependent on experience) 28 days holiday (including Bank Holidays) Company pension scheme Generous 40% staff discount across all our brands Friendly and supportive office-based team environment

Hours:

Monday: 8:30am - 5:00pm Tuesday - Friday: 9:00am - 5:00pm Very occasional Sunday cover (1-2 times per year) Black Friday weekend availability essential Please note: Holidays cannot be taken from the 3rd week of November to the 2nd week of January
Job Type: Full-time

Pay: Up to 27,000.00 per year

Benefits:

Casual dress Company pension Employee discount Free parking On-site parking
Work Location: In person