At a Glance
- Tasks: Lead and develop a high-performing Customer Service Team while driving operational excellence.
- Company: Join a dynamic company that values teamwork, elegance, daring, and tenacity.
- Benefits: Enjoy a competitive salary, bonus, health perks, and 25 days holiday.
- Other info: Hybrid working model with excellent learning and development opportunities.
- Why this job: Make a real impact by enhancing customer service and building strong partnerships.
- Qualifications: Proven leadership in customer service with strong communication and problem-solving skills.
The predicted salary is between 50000 - 55000 £ per year.
Your Responsibilities
- Lead & develop the Customer Service Team: manage, coach, and support the Customer Service team across wholesale channels, fostering a high‑performing and collaborative environment.
- Drive order book & operational excellence: own the wholesale order book, ensuring timely execution of customer orders while adapting and implementing global supply‑chain processes for the UK & Ireland market.
- Build strong customer & stakeholder partnerships: develop effective relationships with key wholesale customers, Sales, Finance, Logistics, Market Operations, and warehouse partners to deliver exceptional service.
- Manage business performance & risk: monitor KPIs, support financial planning and credit management, and proactively identify and report risks and opportunities.
- Deliver continuous improvement: drive efficiencies through improved systems, communication tools, processes, and smart working solutions while strengthening partnerships with UK and France teams.
Your Profile
- Share the same values: Play as One Team | Play with Elegance | Play by Daring | Play with Tenacity.
- Proven leadership experience: successful experience as a Customer Service Manager or Customer Service Lead, with a strong ability to motivate teams, drive performance, and deliver operational excellence.
- Customer service & supply‑chain expertise: strong understanding of wholesale customer service, order management, logistics, and supply‑chain operations, with the ability to balance customer satisfaction and business priorities.
- Exceptional communication & collaboration: excellent written and verbal communication skills, with a collaborative mindset and the ability to build strong relationships with customers, partners, and cross‑functional teams.
- Solution‑oriented & continuous improvement mindset: proactive, analytical, and open‑minded, with the ability to identify opportunities, solve problems, challenge existing processes, and implement smarter ways of working.
- Systems & operational knowledge: strong proficiency in Microsoft Office, particularly Excel, with SAP knowledge and experience working with external 3PL warehouse providers being highly desirable.
Rewards & Benefits
- Package: £50k – £55k + Bonus.
- Health & wellbeing: regular team activities (e.g. run club, yoga), private healthcare (optional), employee assist programme with the Retail Trust.
- Holidays: 25 days per year.
- Swag: up to 65% off Lacoste products.
- Learning & development: continuous support on your learning journey from day one.
- Parenthood: enhanced family leave and pay from day one, paid assisted conception leave.
- Extras: employee referral, long service award, social committee events.
We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application, feel free to get in touch with us by email (please include ‘Workplace Adjustments’ in the subject line).
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lacoste. 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 Lacoste 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 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 Lacoste:Your cover letter is your chance to shine! Tell us why you want to work at Lacoste 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 Lacoste!
How to prepare for a job interview at Lacoste
✨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.
