At a Glance
- Tasks: Lead the Customer Service team, ensuring top-notch service and smooth operations.
- Company: Crew Clothing Company is a beloved British brand known for stylish, quality clothing since 1993.
- Benefits: Enjoy a full-time role with opportunities for growth and a supportive team culture.
- Other info: This role involves travel to Braunton and collaboration across various departments.
- Why this job: Join a passionate team dedicated to enhancing customer experiences and making a real impact.
- Qualifications: Strong organisational and leadership skills; experience in customer service is a plus.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Service Manager role at Crew Clothing Company
Join to apply for the Customer Service Manager role at Crew Clothing Company
Full-Time
Kingston-on-Thames (with travel to Braunton)
Crew Clothing Company was founded in Salcombe in 1993. Today Crew is a great British brand, and our success lies in our authentic passion for producing great looking, well made clothes. We now have more than 70 stores and a thriving website, and the business continues to grow.
Full-Time
Kingston-on-Thames (with travel to Braunton)
Crew Clothing Company was founded in Salcombe in 1993. Today Crew is a great British brand, and our success lies in our authentic passion for producing great looking, well made clothes. We now have more than 70 stores and a thriving website, and the business continues to grow.
Our people are at the heart of our company. With a passion for exceptional service, and a love for our product, our team is dedicated to offering the best customer experience – nothing is too much trouble.
Purpose Of The Role
As a Customer Services Manager, you will play a key role in supporting the Customer Service team by ensuring the effective management of day-to-day operations, communication, and performance oversight. You will be responsible for monitoring team output across multiple brands, maintaining service levels, onboarding and training new team members, and supporting continuous improvements in the customer journey. This role requires strong organisational skills, the ability to motivate and lead a team, and a proactive approach to identifying and resolving operational challenges. You will work closely with various departments across the business and play a vital role in enhancing the overall customer experience through quality assurance, performance reporting, and platform optimisation.
Responsibilities
Customer Services Team Support
- 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.
Key Skills & Experience:
- 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.
Service desk management
Customer Experience
Customer Service
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
OtherIndustries
Retail
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#J-18808-LjbffrCustomer Service Manager in Kingston upon Thames employer: Crew Clothing Company
Crew Clothing Company is an exceptional employer, offering a vibrant work culture that prioritises teamwork and customer satisfaction. Located in Kingston-on-Thames, with opportunities for travel to Braunton, employees benefit from a supportive environment that fosters personal and professional growth, alongside a commitment to delivering outstanding service. With a focus on continuous improvement and employee development, Crew Clothing Company stands out as a rewarding place to build a career in retail.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Kingston upon Thames
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Crew Clothing Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Crew Clothing Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Kingston upon Thames
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Crew Clothing Company:Your cover letter is your chance to shine! Tell us why you want to work at Crew Clothing Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Crew Clothing Company!
How to prepare for a job interview at Crew Clothing Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
