At a Glance
- Tasks: Lead the Customer Experts team and enhance the customer journey in-store.
- Company: Join Zara, a global fashion leader with a fast-paced, trend-driven culture.
- Benefits: Enjoy a competitive salary, 25% staff discount, and great internal promotion opportunities.
- Other info: Flexible full-time role with opportunities for personal growth in a dynamic environment.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Previous managerial experience and strong customer service leadership skills required.
The predicted salary is between 24750 - 30250 £ per year.
About us
Inditex is a global fashion retail group behind brands including Zara, Massimo Dutti, Pull&Bear, Bershka, Stradivarius, Oysho and Zara Home. Zara is pace, product and precision. We bring trend-led collections to life fast—powered by sharp store teams who read the customer, react in real time, and turn insight into impact on the shop floor.
The role
As a Customer Experience Deputy Manager, you’ll put the customer at the centre of everything—leading the Customer Experts team while owning the end-to-end customer journey across key service areas and omnichannel experiences. You’ll partner with the wider management team to improve performance by elevating service standards, coaching customer engagement, and building routines that work at peak pace. This is a full-time role requiring full flexibility, including evenings and weekends.
What you’ll be doing
- Owning the service moments that shape the customer experience most: queue management & speed of service, fitting room experience, complaint handling & service recovery, and team selling behaviours/customer engagement.
- Driving the customer journey in-store by reacting daily to service needs and distributing resources across service areas to match demand.
- Supervising omnichannel experiences, ensuring a seamless connection between online and store, and keeping the team up to date with digital news.
- Coaching the team to deliver outstanding engagement from first interaction to purchase—building product confidence, trend awareness and selling skills.
- Managing and developing the Customer Experts team through performance reviews and PDPs, using LEAP, and building succession through development planning.
- Supporting service excellence through calm, effective complaint resolution—training teams to prevent repeat issues and escalating when needed.
- Supporting store routines that protect standards and results, including payroll/ER process compliance and deadlines.
- Supporting cash desk and security/funds procedures to ensure safe, consistent ways of working (including cash desk support, discrepancies follow-up, and security procedures).
What you’ll bring
- Previous experience in a managerial role (department manager level preferable).
- Strong customer service leadership background with clear service recovery capability.
- Proven ability to coach customer engagement and selling behaviours.
- Confidence leading a team in high-volume peak environments, staying calm and organised while standards stay high.
- Strong analytical, systematic approach—able to review service performance and follow up actions.
The mindset we love
You lead from the front—energising the team, raising service standards, and turning busy moments into great experiences. You’re people-focused and organised, you handle conflict confidently, and you follow through—because consistency is what makes customer experience stick.
What we offer
- Competitive salary
- 25% staff discount
- More4Less benefits scheme
- Refer a Friend programme
- Internal promotion opportunities
Inclusion
We’re committed to an inclusive recruitment process and can provide adjustments for people with disabilities or long-term conditions.
CUSTOMER EXPERIENCE DEPUTY MANAGER in City of London employer: Inditex
Inditex Lefties in Newcastle upon Tyne offers a vibrant work environment where employees are encouraged to grow and develop their skills in retail. With flexible hours and a focus on teamwork, this role provides an excellent opportunity for those seeking meaningful employment while enjoying a supportive culture that values customer service and collaboration. The potential for contract extension or permanent placement further enhances the appeal of joining our dynamic team.
StudySmarter Expert Advice🤫
We think this is how you could land CUSTOMER EXPERIENCE DEPUTY MANAGER in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Inditex. 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 Inditex 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 EXPERIENCE DEPUTY MANAGER in City of London
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 Inditex:Your cover letter is your chance to shine! Tell us why you want to work at Inditex 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 Inditex!
How to prepare for a job interview at Inditex
✨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.
