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For Companies At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer experiences.
- Company: Join &SONS, a family-oriented leader in workwear-inspired clothing.
- Benefits: Enjoy a £30k salary, pension scheme, health cash plan, and 30 days holiday.
- Why this job: Make a real impact by improving customer satisfaction and brand loyalty.
- Qualifications: 3+ years in customer service management, preferably in fashion or e-commerce.
- Other info: Be part of an inclusive team committed to sustainability and innovation.
The predicted salary is between 24000 - 42000 £ per year.
Customer Service Manager – Online Clothing Retailer
Get AI‑powered advice on this job and more exclusive features.
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!
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Customer Service Manager 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
✨Tip Number 1
Get to know the company inside out! Research &SONS, their values, and their products. This way, when you chat with them, you can show you're genuinely interested and align with their mission.
✨Tip Number 2
Practice your communication skills! As a Customer Service Manager, you'll need to lead a team and interact with customers. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the company culture and what they value in a candidate.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the &SONS family.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and customer service management experience, especially in fashion or retail, to show us you're the right fit for the role.
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 to make your application stand out.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear, concise, and free of errors. This is your chance to demonstrate your customer-first mindset right from the start!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the hiring process.
How to prepare for a job interview at &SONS Trading Co.
✨Know the Brand Inside Out
Before your interview, make sure you understand &SONS' values and what sets them apart in the workwear clothing industry. Familiarise yourself with their products and customer service approach so you can speak confidently about how you would embody their brand ethos.
✨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 any specific achievements that improved customer satisfaction or streamlined processes.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer service scenarios. Think about times you've resolved complaints or improved service standards. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Bring Data-Driven Insights
Since the role involves monitoring KPIs and providing insights, come prepared with examples of how you've used data to inform decisions in previous roles. Discuss any tools or systems you've used, like HubSpot or Shopify, to enhance customer experience and operational efficiency.
