Customer Service Manager - Leading Hair & Beauty Brand

A unique and exciting opportunity has arisen to join the busy team at one of the world’s top and most innovative hair salons, in their head office in West London. 

The company is leading the way in terms of product innovation, branding and digital marketing and is building credibility around the globe as a leading hair and beauty brand and salon. 

The passionate and dedicated head office team are looking for a Customer Service Manager to lead all Customer Service activity. Through this key role in the business, you will become a trusted brand ambassador for the company.

This role this is a very exciting opportunity to join a growing brand with big ambitions at an early stage in their business growth.

What’s on offer:

• Starting salary of £24,000 - £28,000 (depending on experience)
• Generous discounts on hair and beauty products
• Complementary salon treatments

Key responsibilities:

• You will have ownership of all incoming customer questions across multiple channels (Email, Facebook, Instagram, Trustpilot etc)
• You will help to find and establish the brand's tone of voice, to best resonate with customers
• You will be solely responsible for the day to day running of customer service, feeding useful information and ideas back to the team
• You will handle complaints and be ready to act as the first line of support when something goes wrong
• You will report on customer service trends to provide the team with meaningful data insights
• You will optimise customer service processes to drive efficiency, especially as the business grows
• You will support the team with general administration tasks, as and when necessary 

Key skills required:

• Customer Service experience within an e-commerce environment is essential
• 2+ years’ experience working in an office environment
• You will have proven ownership experience - either project or team management
• Excellent interpersonal skills and impeccable written English and attention to detail
• A natural customer obsession and a passion for first class service
• Must have the ability to work independently and be proactive, as well as performing under pressure and to deadlines
• Analytical skills 
• Microsoft Office and especially Excel 
• A genuine interest/passion for hair and beauty