Customer Service Manager

Oversee day-to-day performance of the Customer Service team across multiple brands, ensuring service levels (SLAs) are consistently met.

Conduct regular quality assurance checks across all written and verbal customer interactions, ensuring high standards of service delivery.

Support the ongoing improvement of the customer journey through data-led insights, feedback loops, and collaboration with other departments.

Manage and enhance customer communication via social media channels, ensuring alignment with brand tone and messaging in partnership with the Brand Team.

Onboard new team members, delivering effective induction and training aligned with brand expectations and service standards.

Contribute to the development of customer service processes, knowledge bases, and tools (e.g. Zendesk) to streamline workflows and improve the customer experience.

Identify and escalate operational issues impacting customers, providing clear, solution-focused feedback to stakeholders.

Lead, motivate, and support the Customer Service team, ensuring a positive, productive working environment and a strong customer-first culture.

Set clear expectations and performance goals for team members, monitoring individual and team progress through regular performance reviews.

Identify skills gaps and coordinate training, coaching, or mentoring opportunities to support development and upskilling.

Manage workload allocation and scheduling, ensuring appropriate cover during peak times, holidays, and absences.

Act as a point of escalation for complex customer issues, supporting team members in resolution and decision-making.

Foster open communication within the team and encourage a feedback-driven environment that supports continuous improvement.

Produce and distribute team performance reports to key stakeholders across the business, identifying trends and areas for improvement.

Maintain accurate and up-to-date internal records relating to team training, performance, and customer feedback.

Support the upkeep and optimisation of customer service platforms and tools, including contributing to platform improvements and process documentation.

Assist with data gathering and analysis for wider customer service projects, initiatives, and presentations.

Work cross-functionally with departments including Retail, E-Commerce, Logistics, and IT to resolve customer-impacting issues quickly and effectively.

Ensure clear, professional, and consistent communication with customers across all touchpoints: phone, email, live chat, and social media.

Represent the Customer Service team in wider business meetings and collaborate on projects to improve overall service and operational efficiency.

Provide regular feedback to Customer Service and Operations leadership, sharing insights on customer sentiment and recurring issues.

Strong organisational skills, with the ability to multitask and manage competing priorities effectively.

Excellent leadership and people management skills, with the ability to inspire and support a team through busy and challenging periods.

A confident communicator with strong interpersonal skills, capable of engaging colleagues and stakeholders at all levels.

Analytical mindset with strong problem-solving skills and a proactive approach to service challenges.

Comfortable using and navigating multiple software platforms in a fast-paced environment.

Previous experience in a contact centre, customer service, or customer-facing leadership role.

Experience using Zendesk or similar CX platforms.

Background in retail or hospitality with direct customer interaction.