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Beauty Customer Service Manager- Maternity Cover
10 months FTC
Location: West End, London
Salary: 38-40k
Are you passionate about delivering exceptional customer experiences and all things skincare?
Do you thrive in a fast-paced environment and love leading teams to success?
If so, we have an exciting opportunity for you! Our client is looking for a motivated and experienced Customer Service Manager to step in for a maternity cover role. This is your chance to make a meaningful impact on our customer service operations while working alongside a talented team!
Key Responsibilities:
Leadership & Team Management:
- Inspire and lead our Customer Service team with guidance and mentorship.
- Oversee performance evaluations, goal-setting, and professional growth for team members.
- Ensure a positive and productive work environment by monitoring team availability and attendance.
Strategic Planning & Customer Experience Enhancement:
- Develop and implement strategies to boost customer satisfaction and operational efficiency.
- Drive initiatives that enhance the overall customer experience, including feedback mechanisms and service excellence programmes.
- Collaborate with cross-functional teams (E-commerce, Marketing, Finance, and Product Development) to align customer service strategies with business goals.
Daily Operations & Problem Resolution:
- Assign and monitor tickets, ensuring timely resolution of inquiries.
- Oversee returns, gift orders, and fraud checks, ensuring tasks are completed efficiently.
- Handle customer escalations from social media and other platforms with professionalism and care.
Training & Documentation:
- Identify training needs, organise training sessions, and provide ongoing support.
- Create and update training documents and policies to ensure a knowledgeable team.
- Conduct quality assurance reviews to maintain service excellence.
Knowledge Management & AI Oversight:
- Review and update Knowledge Base articles to ensure accurate content.
- Monitor AI interactions and implement improvements as needed.
Reporting & Analysis:
- Track key performance indicators and generate actionable insights to enhance team performance.
- Provide regular updates and reports to senior management on customer service activities.
Who You Are:
- Experienced in customer service management, with a passion for leading teams.
- Strong analytical skills with the ability to identify trends and drive improvements.
- Excellent communication and interpersonal skills, with a knack for resolving conflicts.
- Proficient in using customer service tools and knowledge management systems.
- Knowledge of luxury retail and customers
- Passion for all things skincare and beauty
If this sounds like the perfect role for you, apply now!
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
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