At a Glance
- Tasks: Lead a dynamic customer service team and enhance the luxury shopping experience.
- Company: Globally recognised contemporary luxury fashion brand with a focus on excellence.
- Benefits: Highly competitive salary, generous package, and benefits.
- Other info: Opportunity to influence positive change and work cross-functionally.
- Why this job: Join a fast-growing brand where customer experience is paramount.
- Qualifications: Experience in luxury fashion customer service and strong people management skills.
The predicted salary is between 50000 - 60000 £ per year.
- Customer Service Manager
- London | Contemporary Luxury Fashion
- Salary - Highly Competitive + Generous Package & Benefits
Fella & Jones are delighted to be partnering with a globally recognised contemporary luxury fashion brand in the search for an experienced Customer Service Manager / Head Of Customer Services to join their London head office.
This is an exciting opportunity to lead a high-performing customer service function for an internationally respected fashion brand, ensuring every customer interaction reflects the exceptional standards and premium experience the brand is known for.
Leading a team of 5–10 Customer Service Advisors, you'll be responsible for driving service excellence across both e-commerce and retail channels.
Acting as the voice of the customer, you'll work cross-functionally with Ecommerce, CRM, Logistics and Technology teams to continuously improve processes, customer satisfaction and operational performance.
Key Responsibilities
- Lead, coach and develop a customer service team, driving performance, engagement and retention.
- Manage complex customer escalations with empathy, professionalism and commercial awareness.
- Champion the voice of the customer across the business, influencing positive change.
- Analyse customer service KPIs including CSAT, complaints, returns and response times to identify opportunities for improvement.
- Develop and maintain reporting dashboards using advanced Excel.
- Own customer service processes, policies and escalation frameworks.
- Partner with internal stakeholders to enhance systems, processes and the overall customer journey.
- Manage third-party customer service providers where required.
- Ensure compliance with UK/EU consumer legislation and GDPR.
About You
- Proven experience leading customer service teams within luxury, premium or contemporary fashion.
- Strong people management skills with experience managing teams of 5-10+.
- Calm, resilient and solutions-focused, with excellent emotional intelligence.
- Commercially minded, balancing customer experience with business objectives.
- Advanced Excel skills, with experience producing meaningful performance reports.
- Experience using customer service platforms such as Zendesk, Gorgias or Salesforce.
- Excellent communication skills with the ability to influence stakeholders across the business.
- Experience supporting international markets is highly advantageous, with additional language skills considered a bonus.
This is a fantastic opportunity to join a fast-growing international luxury fashion business where customer experience sits at the heart of the brand.
If you're passionate about delivering world-class service and leading high-performing teams, we'd love to hear from you.
Apply today or contact Fella & Jones for a confidential conversation.
Customer Service Manager/Head Of Customer Services London | Contemporary Luxury Fashion employer: Fella and Jones
Fella & Jones is an exceptional employer, offering a unique opportunity to lead product development within a prestigious luxury womenswear lifestyle brand in London. With a strong focus on employee growth and collaboration, the company fosters a dynamic work culture that encourages creativity and innovation while providing generous benefits and a competitive salary package. Join a passionate team where your expertise will directly influence the brand's future and contribute to its exciting growth journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager/Head Of Customer Services London | Contemporary Luxury Fashion
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fella and Jones. 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 Fella and Jones 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/Head Of Customer Services London | Contemporary Luxury Fashion
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 Fella and Jones:Your cover letter is your chance to shine! Tell us why you want to work at Fella and Jones 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 Fella and Jones!
How to prepare for a job interview at Fella and Jones
✨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.
