Assistant Customer Service Manager

Role overview

This is a full-time store-based leadership role in Liverpool for a customer experience-focused deputy manager. The position calls for complete flexibility, including evenings and weekends, in a lively retail environment where service quality is a top priority.

The role is centered on improving the customer journey across the shop floor and keeping service standards strong in a busy, high-volume fashion store.

What you will be responsible for

• Taking ownership of the customer experience across the store, from fitting rooms through to checkout.
• Keeping service moving efficiently by managing queues, speed of service and customer flow during busy periods.
• Making sure the team offers excellent product guidance and confident styling support.
• Supporting seamless omnichannel service so online and in-store interactions work well together.
• Helping the team stay current on digital tools, processes and service changes.
• Finding ways to improve the layout and operation of service areas so customers can move through the store more easily.
• Coaching and developing Customer Experts on the shop floor.
• Setting clear standards and leading by example during demanding trading times.
• Supporting training, onboarding and continuous development.
• Managing customer complaints and queries with professionalism and confidence.
• Taking responsibility for practical solutions that turn difficult situations into positive outcomes.
• Overseeing daily routines, compliance requirements and operational processes.
• Ensuring cash desk and security procedures are properly followed.
• Maintaining a safe, tidy and efficient workplace.

What we are looking for

• Previous experience in retail management or in an assistant manager capacity.
• A strong background in leading customer service.
• Confidence in handling complaints and resolving customer issues.
• Proven ability to coach and support teams on the shop floor.
• Experience in fast-paced, high-volume environments.
• Good organisational ability and the capacity to prioritise effectively under pressure.
• Clear, confident communication skills.
• A people-first approach with a supportive and motivating style.
• Calm, solution-oriented thinking when situations become challenging.
• Strong attention to detail and a proactive mindset.

Why this opportunity stands out

• Join a global fashion retailer with strong opportunities for career growth.
• Work in an energetic environment where each day brings different challenges.
• Build leadership experience in a busy retail setting.

Working pattern

Full-time, on-site role with full flexibility required, including evenings and weekends.