Customer Service Manager
other jobs Consumer Additions Ltd
Added before 1 Days
- England,London,City of London
- Full Time, Permanent
- £38,000 - £42,000 per annum
Job Description:
Job: Client Services Lead/Manager
Location: On-site 5 days West London
Salary: £38k-£42k
London-based women’s ready-to-wear brand known for versatile, timeless pieces that combine femininity with functionality are looking for a warm, solutions-driven Client Services Lead/Manager to join their team full-time in west London. You will act as the frontline voice of the brand, delivering exceptional service to our customers across email, phone, social channels, and live chat. This role is ideal for someone with experience in luxury retail or a premium DTC business, who is confident working with Shopify, thrives in a fast-paced environment, and enjoys exceeding customer expectations.
Key Responsibilities:
Customer Support & Service Excellence
*Deliver outstanding customer service across all channels with a professional, brand-aligned tone.
*Manage daily inbox flow, ensuring timely and accurate responses.
*Provide personalized styling advice and product recommendations when appropriate.
Operations & Shopify Expertise
*Use Shopify to manage orders, process returns/exchanges, issue refunds, and update customer information.
*Handle order queries, delivery issues, product questions, and complaints efficiently and empathetically.
*Collaborate with warehouse and operations teams to ensure smooth fulfilment.
*Monitor order anomalies, payment issues, and verification alerts.
Customer Experience & Continuous Improvement
*Track recurring issues and customer feedback, suggesting improvements to processes, packaging, FAQs, or return flows.
*Support initiatives such as VIP client care, personal shopping requests, and gifting programs.
*Help maintain a consistent, elevated service standard aligned with brand values.
Cross-Functional Support
*Collaborate with e-commerce, marketing, and operations teams on product launches, promotions, and customer-impacting changes.
*Flag website or product listing errors to ensure accuracy across touchpoints.
*Assist during peak trading periods (seasonal drops, archive sales, promotional periods).
Skills & Experience Required
*Minimum 4 years’ customer service experience (desk-based or in-person).
*Luxury fashion or premium DTC experience preferred but not essential.
*Advanced working knowledge of Shopify is essential.
*Excellent written and verbal communication skills with impeccable attention to tone and detail.
*Able to handle difficult conversations with empathy, clarity, and professionalism.
*Highly organized, detail-oriented, and able to work accurately under pressure.
*Confident using order management systems, ticketing platforms, and communication tools.
*Naturally warm, personable, and proactive with a can-do attitude.
Why Join Us
*Be part of a fast-growing, founder-led luxury brand.
*Shape a high-end, customer-first experience.
*Work in a beautiful, dog-friendly office in west London.
*Opportunity to grow as the company scales internationally.
*Join a culture that values thoughtful service, customer care, and a passion for fashion.
Shopify (advanced) required for this role. 4+ years customer service (desk-based or in-person; luxury retail/DTC preferred)
Location: On-site 5 days West London
Salary: £38k-£42k
London-based women’s ready-to-wear brand known for versatile, timeless pieces that combine femininity with functionality are looking for a warm, solutions-driven Client Services Lead/Manager to join their team full-time in west London. You will act as the frontline voice of the brand, delivering exceptional service to our customers across email, phone, social channels, and live chat. This role is ideal for someone with experience in luxury retail or a premium DTC business, who is confident working with Shopify, thrives in a fast-paced environment, and enjoys exceeding customer expectations.
Key Responsibilities:
Customer Support & Service Excellence
*Deliver outstanding customer service across all channels with a professional, brand-aligned tone.
*Manage daily inbox flow, ensuring timely and accurate responses.
*Provide personalized styling advice and product recommendations when appropriate.
Operations & Shopify Expertise
*Use Shopify to manage orders, process returns/exchanges, issue refunds, and update customer information.
*Handle order queries, delivery issues, product questions, and complaints efficiently and empathetically.
*Collaborate with warehouse and operations teams to ensure smooth fulfilment.
*Monitor order anomalies, payment issues, and verification alerts.
Customer Experience & Continuous Improvement
*Track recurring issues and customer feedback, suggesting improvements to processes, packaging, FAQs, or return flows.
*Support initiatives such as VIP client care, personal shopping requests, and gifting programs.
*Help maintain a consistent, elevated service standard aligned with brand values.
Cross-Functional Support
*Collaborate with e-commerce, marketing, and operations teams on product launches, promotions, and customer-impacting changes.
*Flag website or product listing errors to ensure accuracy across touchpoints.
*Assist during peak trading periods (seasonal drops, archive sales, promotional periods).
Skills & Experience Required
*Minimum 4 years’ customer service experience (desk-based or in-person).
*Luxury fashion or premium DTC experience preferred but not essential.
*Advanced working knowledge of Shopify is essential.
*Excellent written and verbal communication skills with impeccable attention to tone and detail.
*Able to handle difficult conversations with empathy, clarity, and professionalism.
*Highly organized, detail-oriented, and able to work accurately under pressure.
*Confident using order management systems, ticketing platforms, and communication tools.
*Naturally warm, personable, and proactive with a can-do attitude.
Why Join Us
*Be part of a fast-growing, founder-led luxury brand.
*Shape a high-end, customer-first experience.
*Work in a beautiful, dog-friendly office in west London.
*Opportunity to grow as the company scales internationally.
*Join a culture that values thoughtful service, customer care, and a passion for fashion.
Shopify (advanced) required for this role. 4+ years customer service (desk-based or in-person; luxury retail/DTC preferred)
Job number 3473551
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Company Details:
Consumer Additions Ltd
Our senior partners launched the business after spending their formative years working in the wider recruitment industry. It was during this time they...