Customer Service Manager

Customer Service Manager – River Island

Location: Head Office, Chelsea House, West London

• Customer Relationship Management: Build and maintain strong, long‑lasting relationships with key customers, ensuring high levels of satisfaction and loyalty. Act as the primary point of contact for key accounts, providing personalised support and addressing any concerns.
• Issue Resolution & Escalation Management: Handle escalated customer inquiries and complaints with professionalism and efficiency, collaborating with logistics, product and IT teams to resolve complex issues.
• Customer Insights & Reporting: Collect and analyse customer feedback, identifying areas for improvement. Provide regular reports on key account performance, satisfaction levels and customer trends to senior management.
• Service Excellence & Tailored Solutions: Work with product and sales teams to deliver bespoke solutions for customers and keep them informed of new product launches, promotions and services.
• Cross‑Functional
  
  Collaboration:
  
  Act as a bridge between customers and internal teams, ensuring requirements and feedback are clearly communicated.
• Customer Retention & Loyalty: Develop and implement strategies to increase customer retention, working with marketing on loyalty programmes and personalised experiences.

• Proven experience in customer service, account management or relationship management, preferably within e‑commerce, retail or fashion.
• Strong communication skills with the ability to build rapport and trust with high‑value customers.
• Excellent problem‑solving and conflict resolution abilities.
• Strong organisational skills and the ability to manage multiple key accounts simultaneously.
• Data‑driven – ability to analyse customer feedback and implement changes based on insights.
• Ability to work cross‑functionally and collaborate with various teams within the organisation.
• A customer‑first mindset with a passion for delivering exceptional service and enhancing customer satisfaction.

We’re a much‑loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together and are proud of the work they do. This is what a career at River Island is like, and this is where yours starts.

• Generous 50% staff discount and a bargain staff shop on site.
• Rewards and wellbeing through Reward Gateway.
• Free onsite gym, subsidised restaurant & café, and various social events.
• Support for all family setups, including maternity, paternity, adoption and fertility treatment.
• Flexible working, early finish Fridays and summer holidays.
• Give‑as‑you‑earn scheme, a ‘Giver Island’ day each year and matched funding.
• Support with upskilling through on‑the‑job training and qualifications; a succession plan if you want to progress.
• A generous bonus scheme and private pension plan.
• Healthcare option through AXA.
• 25 days paid holiday, exclusive of bank holidays, with the option to purchase additional holiday twice a year.

At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfill our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British values – democracy, the rule of law, individual liberty, and mutual respect and tolerance of different faiths and beliefs.

River Island is committed to equality of opportunity and welcomes applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.

For more information on the interview process, check out our hiring process below.