Luxury Customer Service Manager- Maternity Cover

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!

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