Jobs

About Islander

Islander is a proudly Scottish accessories brand, designed and headquartered in Edinburgh. Through our retail stores and workshop experiences across Scotland, we create personalised accessories inspired by heritage craftsmanship and modern design.

With multiple stores and workshops already established and new London locations launching soon, Islander is entering a significant phase of growth.

Customer experience sits at the heart of our brand.

The Opportunity

We are seeking an experienced Customer Service Team Leader to lead our Head Office Customer Service function and support the next stage of our expansion.

This role provides both leadership and operational oversight. You will set direction for the department while maintaining clear visibility of day-to-day performance, ensuring communication, structure and service standards remain strong as volume increases.

Key responsibilities include:

Leading and developing the Customer Service team

Overseeing all customer communication across email, phone and social media

Managing workshop bookings and customer diaries to ensure smooth scheduling

Supervising order processing, returns and stock-related enquiries

Liaising with retail, wholesale and warehouse teams

Introducing structure, reporting and continuous improvement

Preparing the department for increased demand as new stores open

This is a role for someone comfortable taking ownership, driving performance and building capability within a growing business.

Requirements

Proven management or supervising experience within a customer service environment

Strong operational and organisational capability with the ability to inspire and guide the team effectively

Confident decision-maker with excellent communication skills

Demonstrated ability to handle challenging situations with professionalism and tact.

Able to manage workload, priorities and team performance effectively

Commercially aware and solutions-focused

Comfortable working in a fast-moving retail environment

This position offers an engaging environment where leadership, communication, and analytical skills are valued highly. We seek dedicated individuals eager to make a meaningful impact on our organisation’s success through exceptional customer service delivery.

Application Deadline: Thursday 05/03/2026