Customer Service Manager

Full-time | Office-based
This is a fantastic opportunity to join a passionate and forward-thinking team, leading our customer service function and ensuring our customers receive the very best at every touchpoint!
________________________________________
What’s in it for you?

• 30 days holiday (including bank holidays)

• Company pension scheme

• Cycle-to-work scheme

• Health cashback plan

• Be part of a growing, values-driven clothing brand

• Supportive and close-knit team culture

• Fun team socials!

• Staf Discounts across products

________________________________________
What you’ll be doing:

• Lead and support the customer service team across email, live chat, phone, and social channels

• Manage onboarding, training, and development of your team to deliver outstanding service

• Monitor performance against key service metrics (response time, satisfaction, resolution rates)

• Continuously review and enhance processes for queries, returns, and complaints

• Collaborate with Marketing to align on campaigns and customer communications

• Provide customer insights to Product and Merchandising teams to improve fit, quality, and design

• Support sustainability and ESG initiatives, embedding repair and reuse values in communication

• Report on KPIs and customer trends, sharing actionable insights with senior leadership

________________________________________
Must-have’s:

• Proven experience managing a customer service function (ideally 3+ years)

• Strong leadership and people management skills - you know how to get the best from your team

• Excellent communication skills - both written and verbal

• Calm, empathetic, and solutions-focused approach

• Highly organised and process-driven

• Commercial understanding of fashion retail and online sales environments

________________________________________
Nice-to-have’s:

• Background in e-commerce or clothing retail

• Experience improving customer satisfaction and optimising customer service operations

• Knowledge of sustainability and circular fashion principles

________________________________________
Helpful extras

• Based in central Cheltenham – modern, vibrant office

• Regular team collaboration and training

• Monday to Friday!

• Fast-growing business with genuine career development opportunities with a global company!

• Be part of a global organisation, and multi award winner

• Celebrates creativity and passion for travel!

________________________________________
Interested? Send your most up-to-date CV to Ellie at i2i recruitment today!
Our mission of ‘Making Recruitment Personal’ also means making recruitment fair. We are committed to reviewing every application through a lens of diversity and inclusion.
We strive to personally connect with every applicant, but if you haven’t heard from us within 5 working days, please understand that your application has not been successful on this occasion.