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For Companies At a Glance
- Tasks: Manage customer communications and oversee operations for a vibrant fashion brand.
- Company: Embassy London is a creative footwear and accessories brand rooted in London's fashion scene.
- Benefits: Enjoy occasional remote work and be part of a dynamic team in a trendy industry.
- Other info: Based in Dartford, with opportunities to influence processes and drive service excellence.
- Why this job: Join a passionate team focused on innovation and exceptional customer experiences.
- Qualifications: 3-5+ years in customer service and operations, with strong organisational and tech skills.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Customer Service & Operations Manager
With a strong heritage rooted in London’s vibrant fashion scene, Embassy London is a bold and creative premium footwear and accessories brand renowned for its unique designs and passion for innovation. From the beginning, our mission has been clear: to create bright & bold updates to classic footwear styles for those individuals who want to live life on their own terms.
We are seeking a highly organised and proactive Customer Service & Operations Manager to drive service excellence, customer retention, and implement best-practice process improvements across our online and retail operations. You will be a hands-on problem-solver with a proven track record in delivering exceptional customer experience and operational performance. This role will be based at our warehouse in Dartford, with potential for occasional remote working.
The Role
Customer Service Management
- Manage high-volume customer communications across the UK and EU: emails, complaints (≈ 70–110 per day), escalations, Trustpilot queries, and social media messages.
- Oversee the returns process, including the generation of DPD labels, handling lost/stolen item reports, and shipping labels for stores.
- Respond to special customer requests, including discounts, refunds, and stock enquiries, via Shopify and manual methods.
- Review and respond to Google and Trustpilot reviews.
- Recommend and implement new platforms and technologies to monitor customer queries, reduce response times, and improve retention.
- Report on all customer service KPIs and contribute to regular team meetings.
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Operations & Logistics
- Act as the main point of contact with fulfilment partners.
- Conduct regular audits of faulty items and product issues, feeding insights back to relevant teams.
- Collaborate closely with the Warehouse Manager to optimise inbound deliveries, online dispatch, store replenishment, transfers, and returns.
- Support onboarding of new carriers, fulfilment partners, and operational systems across new channels or projects.
- Liaise with the warehouse team for bag sourcing, placement orders, and invoice management.
- Manage label generation workflows for carriers and stores.
- Issue QR codes and coordinate shipments to pop-up stores and events.
- Oversee stock accuracy across all channels.
Skills & Experience
- Proven experience in multi-channel customer service and retail operations.
- Strong organisational skills with the ability to manage 20+ concurrent tasks daily.
- Tech-savvy, with experience using customer service platforms, social media tools, and ideally Shopify.
- Excellent communicator with experience in team training and stakeholder engagement.
- Calm, proactive, and comfortable working extended hours when required.
- Results-driven, with high levels of energy, stamina, and the ability to multitask and prioritise.
- Analytical mindset with experience using KPIs and reporting to drive decisions.
- Flexible, self-starting team player with experience in small, agile teams.
- Passion for the retail/fashion industry and a strong understanding of our customer base.
- 3–5+ years’ experience in a relevant customer service and operations role.
Customer Service & Operations Manager employer: Embassy London Footwear
Contact Detail:
Embassy London Footwear Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Operations Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service technology, especially platforms like Shopify. Being tech-savvy will not only help you stand out but also show that you're ready to implement new solutions to improve customer experience.
✨Tip Number 2
Demonstrate your problem-solving skills by preparing examples of how you've handled high-volume customer communications in the past. Be ready to discuss specific situations where you improved response times or customer satisfaction.
✨Tip Number 3
Show your passion for the fashion industry by researching Embassy London and its unique offerings. Understanding their brand ethos will allow you to align your answers with their mission during any discussions.
✨Tip Number 4
Prepare to discuss your experience with KPIs and how you've used data to drive decisions in previous roles. This will highlight your analytical mindset and ability to contribute to operational improvements.
We think you need these skills to ace Customer Service & Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and operations. Focus on your achievements in managing high-volume communications and improving customer retention, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the retail and fashion industry. Mention specific examples of how you've driven service excellence and implemented process improvements in previous roles.
Showcase Your Skills: Emphasise your organisational skills and ability to multitask. Provide examples of how you've managed multiple tasks concurrently and used technology to enhance customer service.
Highlight Your Analytical Mindset: Discuss your experience with KPIs and reporting. Explain how you've used data to drive decisions and improve operational performance in past positions.
How to prepare for a job interview at Embassy London Footwear
✨Showcase Your Customer Service Experience
Be prepared to discuss specific examples from your past roles where you successfully managed high-volume customer communications. Highlight your ability to handle complaints and escalations effectively, as this will demonstrate your capability to excel in the role.
✨Demonstrate Organisational Skills
Since the role requires managing multiple tasks simultaneously, come equipped with examples that showcase your organisational skills. Discuss how you prioritise tasks and manage your time efficiently, especially when dealing with 20+ concurrent tasks.
✨Familiarity with Technology
As the position involves using various customer service platforms and tools like Shopify, make sure to mention your tech-savviness. If you have experience with specific tools or platforms, be ready to explain how you've used them to improve customer service or operational efficiency.
✨Passion for Fashion and Retail
Embassy London values a passion for the retail and fashion industry. Be prepared to express your enthusiasm for the brand and its mission. Share insights about current trends in the industry and how they relate to customer expectations, showing that you understand their customer base.