Fella and Jones
Customer Service Manager/Head Of Customer Services London | Contemporary Luxury Fashion
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Customer Service Manager
London | Contemporary Luxury Fashion
Salary - Highly Competitive + Generous Package & Benefits
Fella & Jones are delighted to be partnering with a globally recognised contemporary luxury fashion brand in the search for an experienced Customer Service Manager / Head Of Customer Services to join their London head office.
This is an exciting opportunity to lead a high-performing customer service function for an internationally respected fashion brand, ensuring every customer interaction reflects the exceptional standards and premium experience the brand is known for.
Leading a team of 5–10 Customer Service Advisors, you'll be responsible for driving service excellence across both e-commerce and retail channels. Acting as the voice of the customer, you'll work cross-functionally with Ecommerce, CRM, Logistics and Technology teams to continuously improve processes, customer satisfaction and operational performance.
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Key Responsibilities
- Lead, coach and develop a customer service team, driving performance, engagement and retention.
- Manage complex customer escalations with empathy, professionalism and commercial awareness.
- Champion the voice of the customer across the business, influencing positive change.
- Analyse customer service KPIs including CSAT, complaints, returns and response times to identify opportunities for improvement.
- Develop and maintain reporting dashboards using advanced Excel.
- Own customer service processes, policies and escalation frameworks.
- Partner with internal stakeholders to enhance systems, processes and the overall customer journey.
- Manage third-party customer service providers where required.
- Ensure compliance with UK/EU consumer legislation and GDPR.
About You
- Proven experience leading customer service teams within luxury, premium or contemporary fashion.
- Strong people management skills with experience managing teams of 5-10+.
- Calm, resilient and solutions-focused, with excellent emotional intelligence.
- Commercially minded, balancing customer experience with business objectives.
- Advanced Excel skills, with experience producing meaningful performance reports.
- Experience using customer service platforms such as Zendesk, Gorgias or Salesforce.
- Excellent communication skills with the ability to influence stakeholders across the business.
- Experience supporting international markets is highly advantageous, with additional language skills considered a bonus.
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This is a fantastic opportunity to join a fast-growing international luxury fashion business where customer experience sits at the heart of the brand. If you're passionate about delivering world-class service and leading high-performing teams, we'd love to hear from you.
Apply today or contact Fella & Jones for a confidential conversation.
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