Job Description

Purpose of Role

We're looking for a high-energy, positive, and customer-obsessed specialist to join our Customer Experience team. In this role, you'll be the voice of our brand, building meaningful connections with clients while helping them feel confident and inspired in their hair journey.

From answering product questions to resolving challenges with care and empathy, you'll play a key role in delivering world-class support across calls, emails, texts, and chats. You'll not only provide solutions--you'll create experiences that leave our customers feeling valued, empowered, and excited about our products.

This department is all about providing excellent customer service to all our customers and clients as well as working towards achieving maximum profitability and growth in line with the company vision and values.

Key Responsibilities

Dealing directly with customers either by telephone or electronically Responding promptly to customer enquiries/orders Handling and resolving customer complaints Obtaining and evaluating all relevant information to handle product and service enquiries Providing pricing and delivery information Processing orders, forms, applications, and requests Organising workflow to meet customer timeframes Directing requests and unresolved issues to the designated resource Recording details of enquiries, comments, and complaints and keeping records of customer interactions and transactions Recording details of actions taken Maintaining customer databases Managing administration associated with the role Building relationships internally and externally, communicating effectively with customers Following up on customer interactions, identifying sales potentials and refer accordingly Providing feedback on the efficiency of the customer service process Being proactive by prioritising daily tasks and managing the workload Ensuring the customer journey is enhanced and the best it can possibly be

Person Specification - Experience and Skills Sets required

Experience in a customer experience or service centre role (beauty, fashion, cosmetics, or related industries) Experience in hairdressing or hair extensions is preferred NVQ level 2 in Customer Services preferred but not essential Experience of working in a pressurised/fast paced environment is essential Strong background in complaint resolution and delivering solutions that inspire confidence and trust Outstanding telephone, interpersonal, and written communication skills Excellent organisational skills, being able to multi-task Ability to think proactively and independently as well as ability to make sound, independent decisions within service protocols Flexible availability including weekends and occasional overtime Tech-savvy with strong computer skills - excellent knowledge of MS Office (mandatory), experience with Zendesk is an advantage High energy, positive attitude, and a true passion for creating exceptional customer experiences
Job Types: Full-time, Permanent

Pay: From 24,500.00 per year

Benefits:

Additional leave Company pension Employee discount Free parking Health & wellbeing programme Life insurance On-site parking Sick pay
Work Location: In person