Customer Service Manager

Customer Service Manager – Online Clothing Retailer

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We are seeking a Customer Service Manager to oversee our customer service team. The successful candidate will ensure the smooth running of our customer support function, delivering exceptional service across all channels while reflecting the brand’s values. This role will not only manage the customer service team but refine processes, and act as the voice of the customer within the business, feeding valuable insights back into product, marketing, and operations.

About Us:

We are more than just a company - we are a family. With a legacy of excellence spanning many years, we have established ourselves as a leader in the workwear inspired clothing industry. Our commitment to quality, innovation, and customer satisfaction sets us apart, and our people are at the heart of everything we do.

The Team You Will Be Leading

We have a small team who are very important to our business. They are the ‘face’ of our business, the people who inform, guide, and advise customers on everything from availability, order tracking, and dealing with any problems.

The Role of a Customer Service Manager:

• Oversee day to day customer service across email, live chat, phone, and social channels.
• Lead, support, and mentor the customer service team, including onboarding, training, and performance management.
• Ensure service standards (response times, resolution times, satisfaction scores) are met or exceeded.

• Review and optimise processes for handling queries, returns, exchanges, and complaints.
• Ensure all customer interactions align with brand tone of voice and values.
• Use customer feedback and data to identify and resolve pain points in the online experience.
• Collaborate with Operations to improve fulfilment and return workflows.

• Work closely with Marketing to align on promotions, campaigns, and communications.
• Provide feedback to Product and Merchandising teams on customer insights (sizing, fit, quality).
• Support ESG initiatives by embedding repair, reuse, and circularity values in customer communication.

• Monitor and report on customer service KPIs.
• Provide regular insights to leadership to inform product and operational strategy.
• Track customer sentiment and share trends to help shape brand decision‑making.

• Strong leadership and people management skills.
• Calm and solution‑oriented under pressure.
• Highly organised, detail‑driven, and process focused.
• Strong commercial awareness of online retail and fashion environments.

Your

Experience:

• 3+ years’ experience managing customer service in fashion, retail, or e‑commerce.
• Proven track record of leading a small‑to‑mid‑sized team.
• Demonstrable success in improving customer satisfaction and optimising processes.
• Familiarity with Shopify e‑commerce platforms.
• Experience with Hubspot helpdesk/ticketing systems.

Salary:
Competitive based on experience – Living Wage Employer

• Company pension scheme
• Cycle to work

If you’re based in Cheltenham and passionate about giving garments a second life and want to make a real impact in a growing brand, we’d love to hear from you. Please send your CV to

We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We commit to a focused and sustained action to dismantle racist systems, policies, practices, and ideologies within ourselves and our networks. We have zero tolerance for intolerance.

We employ the right person for the job, if you are qualified for the position and reading this - we welcome you!