Retail Customer Service Manager
Reporting To
Head of Retail
Location
House of Bruar, Scotland, United Kingdom and Mail Order Warehouse Ballinluig
Working Hours
40 hours per week, including flexible retail hours where required, weekends and holidays.
Job Summary
We are seeking an experienced and customer-focused Retail Customer Service Manager to oversee all daily customer service operations within a busy retail environment. The successful candidate will lead and support the customer service team while ensuring exceptional customer satisfaction across all areas of the business. This role involves handling customer complaints, managing faulty and returned goods, coordinating repairs and aftercare services, and working closely with retail, warehouse, and management teams to deliver efficient customer resolutions.
Key Responsibilities
· Manage daily customer service operations within the office.
· Lead, train, motivate, and support the customer service team.
· Deliver staff training and ongoing coaching to maintain high customer service standards.
· Handle customer complaints and escalate issues professionally and efficiently.
· Ensure high standards of customer satisfaction are consistently achieved.
· Answer customer telephone calls and provide excellent customer support.
· Listen and respond to customer feedback and online reviews in a professional and timely manner.
· Analyse customer feedback and recommend service improvements.
· Work closely with warehouse, retail, and management teams to ensure efficient customer resolutions.
· Build effective working relationships with other operating departments across the business.
· Manage faulty and returned stock across both the main retail site and the Ballinluig warehouse location.
· Manage mailed customer returns and exchanges from the shop floor in line with company policies.
· Process customer refunds and replacement requests accurately and efficiently.
· Handle shop floor postage and courier arrangements for customer orders and returns.
· Respond to customer enquiries in person, by telephone, and via email in a professional and timely manner.
· Always provide excellent customer service and product support to customers.
· Resolve issues relating to incorrect items, sizing queries, returns, and exchanges.
· Coordinate and oversee international shipping enquiries and processes.
· Liaise with suppliers to arrange repairs, replacements, and credit notes for damaged or faulty goods.
· Coordinating repairs including dry cleaning, alterations, and cobbler repairs where they are required.
· Monitor repair and return timelines to ensure efficient customer resolutions.
· Maintain accurate records of stock issues, supplier communications, repair outcomes, customer returns, postage tracking, and service requests.
· Identify recurring product quality issues and escalate concerns to management and suppliers.
· Escalate complex customer issues or complaints where necessary.
· Ensure all aftercare and repair services meet company standards and comply with the Consumer Rights Act 2015.
· Ensure company procedures and health & safety standards are always followed.
· Monitor team performance and ensure company policies and procedures are followed.
· Provide regular updates and operational reports to the Head of Retail.
· Ensure all customer interactions reflect the company’s retail standards and brand values.
Required Skills & Experience
· Previous experience in retail customer service management or a similar role.
· Strong leadership and team management skills.
· Excellent communication and interpersonal abilities.
· Ability to resolve problems efficiently and professionally.
· Experience handling customer complaints and conflict resolution.
· Strong organisational and time-management skills.
· Knowledge of retail operations, returns, shipping, and aftercare processes.
· Competence in Microsoft Office and retail/POS systems.
· Professional and confident telephone manners.
· Ability to work flexible retail hours, including weekends and holidays.
Personal Attributes
· Customer-focused and approachable.
· Professional, organised, and reliable.
· Positive attitude with strong leadership qualities.
· Able to remain calm and effective under pressure.
· Strong attention to detail and problem-solving ability.
· Proactive and able to work collaboratively across departments.
Job Types: Permanent, Full-time
Pay: From £29,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Referral programme
- Store discount
Ability to commute/relocate:
- Blair Atholl, Perth and Kinross: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
