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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To speak to a recruitment expert please contact
Ellie Lightning