More jobs:
Customer Service Manager
Job in
London, Greater London, W1B, England, UK
Listed on 2026-07-13
Listing for:
IB Talent Search
Full Time
position Listed on 2026-07-13
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Management, HelpDesk/Support, Client Relationship Management
Job Description & How to Apply Below
Customer Service Manager –Retail Head Office
Central London- 3 days Office/2 days WFH
Are you an experienced Customer Service Manager looking for your next challenge within a fast-paced retail ecommerce environment?
We're partnering with a lifestyle retailer to recruit a customer-focused leader who can drive service excellence, develop high-performing teams, and enhance the overall customer experience across multiple markets.
Reporting to the Ecommerce Operations Manager, you'll lead both an in-house customer service team and outsourced contact centre partners, ensuring exceptional service delivery while improving operational efficiency and customer satisfaction.
Key Responsibilities
* Lead, coach and develop the customer service team.
* Manage escalated customer queries and complaints.
* Oversee outsourced contact centre performance and service standards.
* Monitor and improve KPIs including response times, resolution rates and customer satisfaction.
* Analyse customer feedback and implement continuous improvements.
* Forecast customer contact volumes and plan resources effectively.
* Work closely with ecommerce, operations and logistics teams to improve the customer journey.
* Identify opportunities for automation and process improvements.
About You
* 5+ years' customer service management experience within ecommerce, retail, fashion, homeware or lifestyle sectors.
* Experience managing both internal teams and outsourced customer service providers.
* Strong leadership and coaching skills.
* Proven track record of improving customer satisfaction and service performance.
* Experience using CRM systems such as Zendesk, Gorgias or similar platforms.
* Highly organised, analytical and solutions-focused.
* Excellent communication and stakeholder management skills.
Desirable
* Additional European language skills (German, French, Italian or Spanish).
* Experience supporting international or European customer service operations.
Apply today to learn more about this exciting opportunity
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