Luxury Customer Service Manager, Office Angels

Luxury Customer Service Manager

Office Angels

Location:

United Kingdom, London

Category:

Customer Service

Contract Type:

Not provided

Salary:

38000.00 - 40000.00 GBP / Year

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Job Description:

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!

Job Responsibility:

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
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
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
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
Review and update Knowledge Base articles to ensure accurate content
Monitor AI interactions and implement improvements as needed
Track key performance indicators and generate actionable insights to enhance team performance
Provide regular updates and reports to senior management on customer service activities

Requirements:

Experienced in customer service management
Strong analytical skills
Excellent communication and interpersonal skills
Proficient in using customer service tools and knowledge management systems
Knowledge of luxury retail and customers
Passion for all things skincare and beauty

Nice to have:

Passion for all things skincare and beauty

Additional Information:

Job Posted:

March 27, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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