<div class="title-gr">Description</div><div class="space-s"></div><!----><div class="bio-details" automation="jobPublicDescription" ng-if="data.job.access_mode !== 'PRIVATE'"><div><p class="MsoNormal"><span><b>Customer Service Team Lead<br>Full-Time<br>Braunton, Devon</b></span></p><p class="MsoNormal"><span>Crew Clothing Company was founded inSalcombe in 1993.&nbsp; Today Crew is a great British brand, and our successlies in our authentic passion for producing great looking, well madeclothes.&nbsp; We now have more than 70 stores and a thriving website, and thebusiness continues to grow.</span></p><p class="MsoNormal"><span>Our people are at the heart of ourcompany.&nbsp; With a passion for exceptional service, and a love for ourproduct, our team is dedicated to offering the best customer experience –nothing is too much trouble.</span><span></span></p><p class="MsoNormal"><span><b>Purpose of the role:</b></span></p><p class="MsoNormal"><span>As a Customer Service TeamLeader, you’ll play a key role in delivering an exceptional customer experienceby leading and supporting a team of Customer Service Advisors (CSAs) across allcontact channels. You will be responsible for overseeing the day-to-day runningof the team, handling escalations, and ensuring smooth communication betweendepartments — all while maintaining the high standards our customers expect.</span></p><p class="MsoNormal"><span>This is a hands-on role where you'll lead by example,support with live queries, and contribute to the continued growth and successof the Customer Service function</span><font color="#00243d">.</font></p><p class="MsoNormal"><font color="#00243d"><b>Responsibilities:</b></font></p><p class="MsoNormal"><b><span>TeamLeadership &amp; Support</span></b></p><p class="MsoNormal"><b><span></span></b></p><ul> <li class="MsoNormal">Lead and motivate a team of CSAs to deliver outstanding service across phone, email, live chat, and social media.</li> <li class="MsoNormal">Oversee daily team operations, ensuring all tasks and responsibilities are managed effectively and to a high standard.</li> <li class="MsoNormal">Act as a first point of contact for escalated customer issues, offering confident and calm resolution.</li> <li class="MsoNormal">Provide ongoing support to team members, assisting with day-to-day queries and sharing best practice.</li> <li class="MsoNormal">Encourage a collaborative, solutions-focused environment within the team.</li></ul><p class="MsoNormal"><b><span></span></b></p><p class="MsoNormal"><b><span>Operations&amp; Administration</span></b></p><p class="MsoNormal"><b><span></span></b></p><ul> <li class="MsoNormal">Supervise administrative tasks including order issues, returns, refunds, and delivery queries.</li> <li class="MsoNormal">Ensure all processes are followed accurately and in line with company policy.</li> <li class="MsoNormal">Support in monitoring team workflow to ensure prompt responses and task completion.</li> <li class="MsoNormal">Communicate clearly and efficiently with the Distribution Centre to help resolve order-related issues and ensure a smooth customer journey.</li></ul><p class="MsoNormal"><b><span></span></b></p><p class="MsoNormal"><b><span>Communication&amp; Reporting</span></b></p><p class="MsoNormal"><b><span></span></b></p><p class="MsoNormal"></p><ul> <li class="MsoNormal">Maintain clear lines of communication between the Customer Service team and management.</li> <li class="MsoNormal">Share insights and feedback with the wider business to help shape service improvements and highlight key trends.</li> <li class="MsoNormal">Ensure all team members are kept up to date with the latest product, service, and system updates<b>.</b></li></ul><div><table class="MsoTableGrid"> <tbody><tr><td><p class="MsoNormal"><b><span></span></b></p><p class="MsoNormal"><b><span>EssentialSkills &amp; Experience</span></b></p><p class="MsoNormal"><span></span></p><ul> <li class="MsoNormal">Strong written and verbal communication skills, with a confident and professional approach.</li> <li class="MsoNormal">Previous experience in a customer-facing role, ideally within retail or hospitality.</li> <li class="MsoNormal">Positive and proactive attitude to problem-solving, especially during busy periods.</li> <li class="MsoNormal">Able to remain calm under pressure and lead by example in challenging situations.</li> <li class="MsoNormal">Comfortable using multiple software platforms simultaneously, with good general IT proficiency.</li><li class="MsoNormal">Strong organisational skills, with the ability to multitask and manage competing priorities effectively.</li></ul><p class="MsoNormal"><b><span></span></b></p></td> </tr></tbody></table></div></div></div><!----><!---->