At a Glance
- Tasks: Lead a dynamic team to manage customer complaints and enhance the customer journey.
- Company: Join Vintage Cash Cow, a rapidly scaling company focused on sustainability and reCommerce.
- Benefits: Competitive salary, career development opportunities, and a chance to make a positive impact.
- Other info: Work in a fast-paced environment with a focus on continuous improvement and team accountability.
- Why this job: Be at the forefront of revolutionising customer service in a unique and responsible industry.
- Qualifications: Experience in customer care and strong leadership skills are essential.
About the team:
At Vintage Cash Cow, our Customer Engagement Centre (CEC) Team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items.
With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact
About the role
The Customer Care Manager will lead and develop a specialist team responsible for the end-to-end management of all customer complaints and escalations across the business. This role ensures a consistent, fair, and compliant approach to complaint handling, while protecting the brand’s reputation and delivering positive customer outcomes
The postholder will oversee complaints raised via all contact channels, manage real-time escalations from the Customer Engagement Centre (CEC), and act as a key point of contact for complex, high-risk, legal, and media-related issues
Key Responsibilities
Team Leadership & Development
- Lead, coach, and develop a high-performing customer complaints team
- Set clear objectives, monitor performance, and ensure service standards are met
- Foster a culture of accountability, empathy, and continuous improvement
Complaint Management
- Oversee the handling of all customer complaints received via phone, email, social media, web, and third-party platforms
- Ensure complaints are managed in line with internal policies, regulatory requirements, and industry best practice
- Drive timely resolution and ensure root cause analysis is conducted
Escalation Handling
- Manage real-time “live” escalations from CEC advisors, including taking over calls when customers request senior intervention
- Support advisors in de-escalating challenging situations and provide guidance on complex cases
Legal & Media
- Act as the lead for all legal, regulatory, and media-related complaints or issues
- Liaise with Legal, PR, and senior leadership teams where required
- Ensure all responses are accurate, risk-aware, and protect the organisation’s reputation
Customer Reviews & Reputation Management
- Oversee and coordinate responses to customer reviews across all platforms (e.g. Trustpilot, Google, social media
Process & Continuous Improvement
- Analyse complaint data to identify recurring issues and root causes
- Work cross-functionally to drive improvements in products, services, and processes
- Implement changes to reduce complaint volumes and improve customer satisfaction
Compliance & Governance
- Ensure all complaint handling meets UK regulatory standards (e.g. FCA guidelines where application
- Maintain accurate records and reporting for audit and compliance purposes
Reporting & Insights
- Produce regular reports on complaint volumes, trends, resolution times, and customer outcomes
- Present insights and recommendations to senior stakeholders
Skills & Experience
- Proven experience in a customer care, complaints, or escalations management role
- Strong leadership experience managing teams in a fast-paced customer environment
- Excellent communication and conflict resolution skills
- Experience handling complex, high-risk, or sensitive customer issues
- Knowledge of UK complaint handling regulations (e.g. FCA) is desirable
- Ability to analyse data and drive continuous improvement initiatives
- Strong stakeholder management skills, including working with legal and PR teams
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vintage Cash Cow. 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 Vintage Cash Cow 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!
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 Vintage Cash Cow:Your cover letter is your chance to shine! Tell us why you want to work at Vintage Cash Cow 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 Vintage Cash Cow!
How to prepare for a job interview at Vintage Cash Cow
✨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.
