Job Description
We are incredibly proud to say that we are a Certified B Corp business and were named one of the 100 Best Places to Work in 2023 by The Sunday Times!
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
We are driven by relentless curiosity and are obsessive about developing meaningful brands and products that go above and beyond. As creators, builders, and nurturers, we commercialise ideas, sparks, and visions in order to Create Amazing.
Our passion plays are beauty, wellness, and travel. Beyond our passion for these industries, we are committed to acting as a force for good, giving more than we take and ensuring we leave the world a little better than we found it.
We are looking for an exceptional Customer Service Manager to lead customer experience and comms across our owned brands 3 or 4 days a week. This is a new role to the business, meaning we are looking for someone to take ownership of this new function. You’ll play a critical role in ensuring we are delivering a best-in-class service for our customers utilising appropriate KPIs and measurements for customer satisfaction.
Responsibilities:
- Act as the voice of the various brands, supporting customer enquiries with excellent communication.
- Work closely with the head of ecommerce to decide and set up the different communication channels per brand (email, phone, whatsapp, live chat etc)
- Work closely with our education teams to ensure correct information is being passed on to customers.
- Work closely with logistics and operational teams to identify any risks to orders, with a problem-solving attitude to resolve issues that crop up.
- Working on multiple brands (Cowshed, Soho Skin, Arkive Headcare + Cultured) and taking ownership of deliverables for these brands.
- Working closely with our selected customer service agency to ensure additional staffing cover is available for times in the week it is needed.
- Training agency staff on our communication style and SLAs.
- Identify process improvements to continue to improve customer service
- Respond to customer reviews across site and social media
- Track quality issues, feeding back into the brand.
Requirements:
- 3+ years experience in a customer service manager role
- Excellent English communication skills - written and verbal
- Excellent IT skills, ideally experience with shopify and proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
- Experience setting customer service SLAS and experience managing a team
We love to reward our teams for their hard work and after all there would be no amazing products or brands without them! Our office has always got something going on whether that’s puppy yoga, massages, bingo nights or a bake off to bring our teams together. Here is a snapshot of some of the other fantastic benefits we offer;
- Unlimited holiday
- Flexible working
- Private Medical Insurance
- Team Events & Socials
- Wellbeing Programme
- Free breakfasts
- Volunteering day
- Annual discretionary bonus
- Amazing product discounts
Our amazing team is made up of individuals from all areas of the world, ethnicities, genders and beliefs and we are committed to providing a positive workplace where everyone feels empowered to bring their whole self to work.