ABOUT YOU

• Proven leadership experience in a customer service environment
• Strong communication and people management skills
• Highly organised, with the ability to prioritise and delegate effectively
• Calm under pressure and solutions-focused
• Confident using systems such as Microsoft Office; knowledge of Freshdesk or similar platforms is a plus
• Passion for outdoor, lifestyle, or mountain sports is desirable but not essential

ABOUT THE ROLE

We are looking for an experienced and motivated Customer Services Manager to lead our dedicated customer services team, supporting multiple outdoor and lifestyle brands. This role requires someone who can adapt to different brand personalities, manage a busy and varied workload, and inspire a team to deliver exceptional service every day.
You will oversee the day-to-day running of the department, ensuring smooth order fulfilment, resolving customer issues, maintaining high service standards, and coaching team members to achieve their potential.

KEY RESPONSIBILITIES

• Lead & Develop the Team – Motivate, mentor, and coach staff; set goals; manage performance; recruit and train new team members.
• Deliver Exceptional Customer Service – Ensure all customer interactions reflect each brand’s tone and values, and resolve escalated queries effectively.
• Oversee Operations – Manage order fulfilment, exceptions, returns, and order book processes to ensure smooth workflow.
• Drive Performance – Monitor KPIs, identify improvements, and implement new initiatives to raise service standards.
• Ensure Compliance & Wellbeing – Maintain health and safety standards, support staff wellbeing, and ensure workplace compliance.