Customer Service Manager

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 ARNEclo.com, offering a seamless online shopping experience. We are also proud to be stocked in Selfridges, both in-store and online, and we have recently expanded our Retail footprint to Liverpool and Manchester. Looking ahead, we have ambitious goals for the next decade, and the team firmly believes they are all achievable.

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 ZigZag 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 across teams and stakeholders.
• Strong analytical capability, with the ability to interpret customer service metrics and drive continuous improvement.
• Proven ability to improve processes and implement operational efficiencies.
• Excellent problem-solving skills, with a flexible and adaptable approach in a fast-paced environment.

• We are proud to be recognised as a Medium sized Sunday Times Best Place to Work for 2025.
• 32 Days Holiday (including Bank Holidays) + your Birthday off.
• Holidays increasing up to 36 days with service.
• Option to buy/sell holidays.
• Generous staff discount.
• Annual and quarterly bonus schemes based on company performance.
• Private Healthcare including Dental & Optical Plans after probation.
• Health Cash Plan from day one.
• Life assurance paying 5x annual salary from day one.
• Discounted marketplace with money off/cash back from hundreds of places.
• Employee Assistance Programme.
• Cycle to Work Scheme.
• Tech Scheme.

ARNE are an equal opportunities employer. We believe that diverse people bring different skills and are committed to ensuring our business supports the needs of potential colleagues from Ethnic Minority backgrounds and colleagues who may be disabled or neurodiverse. We are committed to creating a great place to work through diversity and inclusivity and we strongly encourage applications from candidates from all backgrounds to join our growing team.