Job Description

Customer Service Team Lead

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 Team Leader, you'll play a key role in delivering an exceptional customer experience by leading and supporting a team of Customer Service Advisors (CSAs) across all contact channels. You will be responsible for overseeing the day-to-day running of the team, handling escalations, and ensuring smooth communication between departments -- all while maintaining the high standards our customers expect.


This is a hands-on role where you'll lead by example, support with live queries, and contribute to the continued growth and success of the Customer Service function.

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

.

Essential Skills & Experience

Strong written and verbal communication skills, with a confident and professional approach. Previous experience in a customer-facing role, ideally within retail or hospitality. Positive and proactive attitude to problem-solving, especially during busy periods. Able to remain calm under pressure and lead by example in challenging situations. Comfortable using multiple software platforms simultaneously, with good general IT proficiency. Strong organisational skills, with the ability to multitask and manage competing priorities effectively.

INDRETAIL