Customer Service Manager

CUSTOMER SERVICE MANAGER AT OMNES

Location: London, UK

Type: Full-Time, Permanent

About OMNES:

OMNES is a modern, sustainable and cost-conscious women’s fashion brand, designing ethically crafted clothing. OMNES means ‘all’, a reflection of the fact that we all need to work together to change the way we shop, wear and think about fashion. OMNES focuses on timeless designs with playful pops of print and colour and a considered approach to how their pieces fit bodies of all shapes and sizes. OMNES was founded in London in 2021 to address the gap in access to better wardrobe choices and create a brand that would speak to this unmet need.

The fashion industry is one of the world’s most prolific polluters, with millions of tonnes of textiles ending up in landfill every year, and global supply chain workers being underpaid and exploited. The detrimental impact is vast, and improving the ways it operates could make a truly positive difference to the future of our planet and global community. OMNES strives to act as a responsible global citizen, treating the Earth with respect, and aiming to contribute to its repair.

ROLE OVERVIEW:

OMNES is seeking a dedicated and proactive Customer Service Manager to handle all customer inquiries and resolve any issues related to our e-commerce platform. This is a mid-senior level role, where the successful candidate will be the sole person responsible for managing the customer service function. They will provide exceptional support to customers via phone, email, and other communication channels, ensuring a seamless shopping experience and maintaining the high standards of the OMNES brand. This role is on-site, based in our London office, from Monday to Friday.

KEY RESPONSIBILITIES:

1. Customer Support: Act as the main point of contact for customer inquiries and complaints, ensuring all issues are resolved efficiently and professionally.
2. E-Commerce Assistance: Provide support specifically related to our online shopping platform, including troubleshooting order issues, payments, returns, and more.
3. Communication: Respond to customers via phone and email, offering timely and courteous assistance.
4. Problem-Solving: Identify and resolve recurring issues to improve overall customer satisfaction and e-commerce performance.
5. Reporting: Track and report on customer service metrics and feedback to drive improvements in service and user experience.

QUALIFICATIONS:

• Mid-senior level experience (up to 5 years) in customer service, ideally within e-commerce or retail.
• Strong problem-solving skills and a customer-first attitude.
• Excellent verbal and written communication skills.
• Ability to work independently and manage time effectively.
• Passion for sustainability and ethical business practices is a plus.

WHAT WE OFFER:

Competitive salary and benefits package. Opportunity to work with a mission-driven company dedicated to making a positive impact on the fashion industry. Collaborative and inclusive work environment. Continuous learning and professional development opportunities. Join us at OMNES and be part of the change. Together, we can make fashion better.