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- Tasks: Lead a dynamic customer service team and enhance the online shopping experience.
- Company: Join a family-oriented leader in the workwear-inspired clothing industry.
- Benefits: Competitive salary, pension scheme, and cycle-to-work options.
- Why this job: Make a real impact while shaping customer experiences in a growing brand.
- Qualifications: 3+ years in customer service management within fashion or e-commerce.
- Other info: Embrace a culture of inclusivity and continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking a Customer Service Manager to oversee our customer service team. The successful candidate will ensure the smooth running of our customer support function, delivering exceptional service across all channels while reflecting the brand’s values. This role will not only manage the customer service team but refine processes, and act as the voice of the customer within the business, feeding valuable insights back into product, marketing, and operations.
About Us: We are more than just a company - we are a family. With a legacy of excellence spanning many years, we have established ourselves as a leader in the workwear inspired clothing industry. Our commitment to quality, innovation, and customer satisfaction sets us apart, and our people are at the heart of everything we do.
The Team You Will Be Leading: We have a small team who are very important to our business. They are the ‘face’ of our business, the people who inform, guide, and advise customers on everything from availability, order tracking, and dealing with any problems.
The Role of a Customer Service Manager:
- Customer Support Management: Oversee day to day customer service across email, live chat, phone, and social channels. Lead, support, and mentor the customer service team, including onboarding, training, and performance management. Ensure service standards (response times, resolution times, satisfaction scores) are met or exceeded.
- Customer Experience & Continuous Improvement: Review and optimise processes for handling queries, returns, exchanges, and complaints. Ensure all customer interactions align with brand tone of voice and values. Use customer feedback and data to identify and resolve pain points in the online experience. Collaborate with Operations to improve fulfilment and return workflows.
- Cross-Functional Collaboration: Work closely with Marketing to align on promotions, campaigns, and communications. Provide feedback to Product and Merchandising teams on customer insights (sizing, fit, quality). Support ESG initiatives by embedding repair, reuse, and circularity values in customer communication.
- Reporting & Insights: Monitor and report on customer service KPIs. Provide regular insights to leadership to inform product and operational strategy. Track customer sentiment and share trends to help shape brand decision-making.
Skills & Attributes:
- Strong leadership and people management skills.
- Calm and solution-oriented under pressure.
- Highly organised, detail-driven, and process focused.
- Strong commercial awareness of online retail and fashion environments.
Your Experience:
- 3+ years’ experience managing customer service in fashion, retail, or e-commerce.
- Proven track record of leading a small-to-mid-sized team.
- Demonstrable success in improving customer satisfaction and optimising processes.
- Familiarity with Shopify e-commerce platforms.
- Experience with Hubspot helpdesk/ticketing systems.
What We Offer:
- Salary: Competitive based on experience – Living Wage Employer
- Company pension scheme
- Cycle to work
If you’re based in Cheltenham and passionate about giving garments a second life and want to make a real impact in a growing brand, we’d love to hear from you. Please send your CV to Kelly@andsons.co.uk
EEO Statement: We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We commit to a focused and sustained action to dismantle racist systems, policies, practices, and ideologies within ourselves and our networks. We have zero tolerance for intolerance. We employ the right person for the job, if you are qualified for the position and reading this - we welcome you!
Customer Service Manager in Cheltenham employer: &SONS Trading Co.
Contact Detail:
&SONS Trading Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Cheltenham
✨Tip Number 1
Get to know the company inside out! Research their values, products, and customer service approach. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your pitch! When you get the chance to speak with them, whether it's in an interview or a casual chat, make sure you can clearly articulate how your experience aligns with their needs. Highlight your leadership skills and any successes you've had in improving customer satisfaction.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips on the company culture and what they're really looking for in a Customer Service Manager. Plus, it shows you're proactive!
✨Tip Number 4
Don't forget to follow up! After any interaction, drop them a quick thank-you email. Mention something specific from your conversation to remind them of your enthusiasm and fit for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Service Manager in Cheltenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Service Manager role. Highlight your leadership experience and any specific achievements in customer service that align with our values.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how you can contribute to our team. Share specific examples of how you've improved customer satisfaction in previous roles.
Showcase Your Process Improvement Skills: Since we value continuous improvement, mention any processes you've optimised in past roles. This could be anything from streamlining customer queries to enhancing team performance.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any updates!
How to prepare for a job interview at &SONS Trading Co.
✨Know the Brand Inside Out
Before your interview, make sure you understand the brand's values and mission. Familiarise yourself with their product range and customer service approach. This will help you demonstrate how your experience aligns with their goals and how you can contribute to their success.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring, training, and performance management. Highlight specific instances where your leadership made a positive impact on customer satisfaction.
✨Be Ready to Discuss Process Improvements
Think about ways you've optimised customer service processes in previous roles. Be prepared to discuss specific strategies you've implemented to enhance efficiency and customer experience. This shows that you're proactive and focused on continuous improvement.
✨Prepare for Cross-Functional Collaboration Questions
Since this role involves working closely with other departments, be ready to talk about your experience collaborating with marketing, operations, or product teams. Share examples of how you've used customer insights to influence decisions and improve overall service delivery.
