Customer Service Manager

Overview

ARNE is a UK-based apparel and footwear brand based in Birchwood Park, near Warrington. We design and develop all our products in the UK, working with trusted manufacturing partners across both the near and far east. All our products are available directly to customers through , offering a seamless online shopping experience. We’re also proud to be stocked in Selfridges, both in-store and online, and we’ve recently expanded our Retail footprint to Liverpool and Manchester.

Looking ahead, we have ambitious goals for the next decade, and the team believes they’re all achievable. From launching new product categories and expanding internationally to investing in paid media, CRM, and growing our retail presence — the next chapter for ARNE is shaping up to be an exciting one. This role will be focused on delivering a best-in-class customer experience and upholding ARNE’s values in every customer interaction.

A successful Customer Service Manager will bring ARNE’s values to life in every customer interaction, leading the Customer Service function to deliver a best-in-class experience. By turning customer feedback into a competitive advantage and building a high-performing, engaged team, you will ensure every interaction reflects the quality, care, and standards of the ARNE brand.

• Team Leadership & Development
  • Lead, mentor, and inspire the Customer Service team, fostering a positive, high-performance culture that embodies ARNE values
  • Train and develop all CS team members cross-functionally to build strong brand knowledge and confidence in delivering a first-class customer experience
  • Conduct regular 1–2–1s, recognising strong performance and effectively managing underperformance
  • Drive team engagement through regular team meetings, sharing business updates and team performance insights
• Planning & Scheduling
  • Plan annual headcount in line with forecasted workload and business growth
  • Manage onboarding and training of new team members
  • Oversee team scheduling to ensure appropriate coverage based on contact volumes, seasonality, and business peaks
  • Proactively analyse contact volumes against scheduling to optimise resource allocation
• Performance Management & Service Standards
  • Monitor KPIs including response times, resolution rates, and customer satisfaction scores, ensuring targets are consistently met or exceeded
  • Implement quality scorecards and compliance audits to maintain service consistency and high standards
  • Define and uphold service standards, ensuring all communication reflects ARNE’s professionalism, tone, and brand values
  • Manage multi-channel customer contacts efficiently, ensuring a seamless experience across all platforms
• Customer Experience & Escalations
  • Handle escalated customer enquiries with professionalism and empathy, turning challenges into opportunities to build loyalty
  • Coach and support the team in managing complex or sensitive customer concerns
  • Optimise all customer contact channels to deliver an industry-leading, frictionless experience
• Insight, Data & Continuous Improvement
  • Use customer service data and feedback to identify trends, generate insights, and drive improvements across the business
  • Partner with the Data team to define and develop the reporting models and performance measures needed for success
  • Maintain and improve ARNE’s Trustpilot score, providing clear insight and a roadmap for continued growth in customer satisfaction
• Cross-Functional & External Collaboration
  • Work closely with Operations, Marketing, Product, Buying, and E-commerce teams to ensure customer feedback informs business decisions and processes
  • Monitor the 3PL provider’s performance, tracking order fulfilment, delivery issues, and returns management, and provide actionable insights and feedback to ensure a seamless post-purchase experience for customers

• At least two years’ experience in a similar customer service or customer experience role
• Experience working with customer service platforms (Gorgias and Zig Zag preferred, but not essential)
• Strong leadership and team management skills, with the ability to motivate and develop high-performing teams
• Excellent communication and collaboration skills…