Customer Service Manager

About WALK

WALK London is a family-run British footwear brand, established in 2013. From the beginning, we've focused on creating fashionable shoes for men that combine Italian craftsmanship with a modern British design.

We're a growing business, but we're still a close-knit team where people take real ownership of what they do. Our customers are at the heart of that, and as we continue to grow, we're looking for someone who can help us deliver the same level of care and attention to our customers that we put into our products.

That's where this role comes in.

We're looking for a Customer Service Manager to take ownership of the customer experience at WALK, from the first question through to the final resolution. You'll be dealing with everything from orders and delivery queries to returns, exchanges and the occasional "where's my parcel?" - across all the channels our customers use to reach us.

This is more than just managing a busy inbox. You'll have the opportunity to shape how we look after our customers, improve the way we work and make sure every interaction feels like WALK London. Whether you're helping resolve an issue or responding to a customer who's just received their new pair of shoes, the aim is always the same: to be helpful, personal and get things right as quickly as possible.

• Take full ownership of customer service at WALK, end to end: enquiries, orders, returns, exchanges, refunds, and everything in between.
• Manage all customer contact channels across: email, phone, and social, keeping response times fast and every reply on-brand.
• Be the first point of contact for order and delivery issues, working with our couriers and warehouse to resolve problems before they become complaints.
• Handle escalations directly: apologise once, then fix it, calmly and properly.
• Support customer service across our stockists as well as our own site.
• Track recurring issues and feed them back to the wider team as customer service is often the first place a product or process problem shows up.
• Build and improve the processes, templates, and FAQs that let WALK give a consistently good answer, every time.
• Report on service performance response times, resolution rates, and customer satisfaction and use it to keep raising the bar.

• Proven experience running or managing a customer service function, ideally in fashion, footwear, or another consumer retail brand.
• Comfortable owning a function solo and being happy to be hands-on with day-to-day queries while also building the bigger picture.
• Excellent written and spoken communication and hold a warm, human tone even when someone's had a bad experience.
• A calm, solution-first approach to complaints and escalations.
• Good working knowledge of e-commerce platforms and order management systems; experience with marketplaces is a plus.
• Comfortable using data to spot patterns and make the case for change.
• Genuinely cares about getting the details right as you'll be representing the WALK family..

• Join a family-run British brand doing things properly. Hand-finished materials, considered design.
• Real ownership of a function from day one and ownership of the customer service voice of a growing footwear brand.
• A close-knit team, working together daily in our Basingstoke office.
• Full-time role, Monday-Friday, 9:00am-5:00pm, based at our Basingstoke office.
• 26 to 28k Salary depending on experience.