Senior Customer Experience Lead

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.

A successful Senior Customer Service Assistant will drive the ARNE values through our customer engagement, providing and promoting a best-in-class service to our customers by supporting the Customer Service Manager in leading and developing the Customer Service team, creating a positive team committed and dedicated to the ARNE customer.

Your day-to-day responsibilities will include:

• Team Leadership
  • Mentor the CS team, promoting a positive environment and a team that embody ARNE values.
  • Train and develop all CS roles cross-functionally to ensure they have the knowledge of the ARNE brand to confidently deliver a first-class service to our customers.
  • Support in onboarding and training of all the new team members.
  • Take an active role in weekly team meetings to align on performance goals, process updates, and shared challenges.
  • Contribute to a positive team culture by offering ideas, celebrating team wins, and recognising peer contributions.
  • Manage multi-channel contacts efficiently in the absence of CS Manager.
• Performance and Monitoring
  • Ensuring all Daily ADHOC tasks are completed fully.
  • Support in monitoring KPIs and response times, resolution rates, customer satisfaction scores to ensure targets are consistently met or exceeded.
  • Monitor advisor quality assurance weekly and raise any areas for improvement to the CS Manager.
  • Support teammates by sharing knowledge, troubleshooting techniques, or stepping in during high-volume periods.
• Customer Management
  • Engage with customers offering a bespoke service and upselling by offering alternatives or purchase suggestions.
  • Handle escalated customer inquiries with professionalism, turning challenges into opportunities to improve customer loyalty.
  • Follow up on service standards, ensuring professionalism, thoughtfulness and all responses are reflective of the ARNE brand values.
  • Stay up-to-date with products, promotions, policy changes, and business updates - ensuring this is clearly relayed to the team and customer when necessary.
  • Detect fraud and prevent business loss, whilst supporting victims and brand reputation.
• Feedback and Collaboration
  • Engage with customers offering a bespoke service and upselling by offering alternatives or purchase suggestions.
  • Handle escalated customer inquiries with professionalism, turning challenges into opportunities to improve customer loyalty.
  • Follow up on service standards, ensuring professionalism, thoughtfulness and all responses are reflective of the ARNE brand values.
  • Stay up-to-date with products, promotions, policy changes, and business updates - ensuring this is clearly relayed to the team and customer when necessary.
  • Detect fraud and prevent business loss, whilst supporting victims and brand reputation.

Requirements

• Previous experience in a similar customer service or customer experience role with a proven ability to deliver high levels of customer satisfaction.
• Experience working with customer service platforms (Gorgias and ZigZag preferred, but not essential).
• Strong leadership skills, with the ability to support, guide, and motivate team members while fostering a positive, high-performing customer service environment.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and colleagues.
• Strong analytical capability, with the ability to interpret customer service data and drive continuous improvement.
• Strong problem-solving skills, with the ability to confidently resolve complex customer queries and escalations while remaining flexible and adaptable in a fast-paced environment.
• Strong organisational and time management skills, with the ability to prioritise tasks and manage multiple responsibilities effectively.

Benefits

• 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.