Save Job Back to Search Job Description Summary Similar JobsStand alone customer service role for high end well known clothing brandThis is a new position so you will be able to make it your own.About Our ClientThey are a high end and well known clothing brand who are expanding significantly. This is a great time to join them and you will also have the opportunity to do some international travel too.Job DescriptionAct as second-line support for customer service queries across Retail and E-commerce channels.Handle complex customer cases, including escalations, legal inquiries, and sensitive matters requiring careful coordination.Process and authorise (partial) refunds, exchanges, and other compensation in systems such as Adyen or related platforms.Keep track of all refunds and order quality, maintaining close alignment with the Finance team to ensure accurate reporting and reconciliation.Manage complex warranty and product-related cases, providing accurate and brand-aligned resolutions.Serve as an expert on product knowledge, especially for detailed material and product inquiries.Develop and maintain customer service playbooks, manuals, and guidelines for both Retail and E-commerce teams.Create and implement quality issue guidelines, ensuring consistency and clarity across all customer touchpoints.Support the external E-commerce customer service team with complex questions or cases beyond their scope, ensuring accurate and timely resolutions in line with brand and operational standards.Identify opportunities for process improvements, helping take our customer service operations to the next level.Monitor customer feedback and responses on social media and Google My Business, ensuring a holistic overview of customer sentiment and identifying opportunities to improve overall support and brand perception.Create and maintain a Customer Service Roadmap, outlining priorities, process improvements, and initiatives that support long-term growth and customer satisfaction.Collaborate closely with the Senior E-Commerce Operations Specialist, Retail Store Managers, and other internal departments to ensure smooth, consistent service delivery.Assist with order management where needed, ensuring smooth coordination between Customer Service, E-commerce Operations, and Retail teams to resolve order-related issues efficiently.Help optimise our customer communication, ensuring that every interaction across channels reflects the tone, quality, and attention to detail expected from a luxury brand.The Successful ApplicantYou will:Have worked in a similar role in customer service across e-commerce and retailHave worked with a high end luxury or retail brandHave been in a stand alone role or ready to take that stepHave implemented to improved processesFluency in another European language is an advantage but not a pre requisiteWhat's on Offer£50,000 - £55,000 (depending on the candidate)ContactSarah BagnallQuote job refJN-112025-6893347Phone number+44 207 269 2466Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorRetailLocationLondonContract typePermanentConsultant nameSarah BagnallConsultant phone+44 207 269 2466Job referenceJN-112025-6893347
