Customer Service Agent

7 days ago

Devon England, United Kingdom Crew Clothing Company Full time £25,000 - £35,000 per year

Customer Service Agent Temp

Full-Time (Fixed Term Contract)

Braunton, Devon

Crew Clothing Company was founded in Salcombe in 1993. Today Crew is a great British brand, and our success lies in our authentic passion for producing great looking, well made clothes. We now have more than 70 stores and a thriving website, and the business continues to grow.

Our people are at the heart of our company. With a passion for exceptional service, and a love for our product, our team is dedicated to offering the best customer experience – nothing is too much trouble.

Purpose Of The Role
As a Customer Service Agent, you'll be the first point of contact for our customers, delivering exceptional service across phone, email, live chat, and social media. Whether answering a question, solving a problem, or simply offering reassurance, you'll be a key part of the customer journey and the wider Customer Service team.

This role is ideal for someone with a positive attitude, strong communication skills, and a genuine passion for helping people. No two days are the same — so adaptability, empathy, and teamwork are essential.

Responsibilities
Team Leadership & Support

  • Lead and motivate a team of CSAs to deliver outstanding service across phone, email, live chat, and social media.
  • Oversee daily team operations, ensuring all tasks and responsibilities are managed effectively and to a high standard.
  • Act as a first point of contact for escalated customer issues, offering confident and calm resolution.
  • Provide ongoing support to team members, assisting with day-to-day queries and sharing best practice.
  • Encourage a collaborative, solutions-focused environment within the team.

Operations & Administration

  • Supervise administrative tasks including order issues, returns, refunds, and delivery queries.
  • Ensure all processes are followed accurately and in line with company policy.
  • Support in monitoring team workflow to ensure prompt responses and task completion.
  • Communicate clearly and efficiently with the Distribution Centre to help resolve order-related issues and ensure a smooth customer journey.

Communication & Reporting

  • Maintain clear lines of communication between the Customer Service team and management.
  • Share insights and feedback with the wider business to help shape service improvements and highlight key trends.
  • Ensure all team members are kept up to date with the latest product, service, and system updates.

Essential Skills & Experience

  • Excellent written and verbal communication skills, with the ability to adapt your tone for different channels.
  • A natural listener who shows empathy, patience, and understanding in every conversation.
  • Positive attitude toward teamwork and problem solving, especially during busier trading periods.
  • Confident using (and learning) multiple software platforms.
  • Able to stay calm and focused under pressure, while managing multiple tasks.

Desirable

  • Previous experience in a customer-facing role, ideally within retail, hospitality, or a contact centre environment.
  • Familiarity with customer service platforms (e.g. Zendesk or similar) is an advantage.

Skills
Customer Service

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