Job Description

About us

We're a growing health?products company headquartered in Finchley. Our mission is to deliver safe, effective products that make people feel their best. We believe great customer experiences are the foundation of lasting success, so we're bringing customer service in?house and need a hands?on leader to build it from the ground up.

About the role

As our Customer Service Lead, you will be the first point of contact for customers across email, phone, live chat and social channels. You'll set up and manage our customer service portal (e?desk/Zendesk or similar), design workflows and templated responses, and build processes for refunds, returns and complaints. You'll also keep our product information and Q&A listings accurate across all marketplaces, ensuring communications align with our brand and regulatory requirements.

What you'll do

Deliver outstanding service:

handle incoming queries by email, phone, live chat and social media and resolve customer issues quickly and professionally.

Build systems:

configure our customer service software (workflows, templates, reporting) and manage return settings and Q&A pages.

Develop processes:

create SOPs for refunds, returns and complaints; maintain documentation and ensure compliance.

Protect our brand:

make sure customer communications reflect our voice and meet regulatory standards.

Be proactive:

review customer?facing content on product usage, benefits and safety; update as needed.

What we're looking for

Experienced customer?service professional:

proven experience in customer service, ideally with process?development or team?lead responsibilities.

System set?up expertise:

experience configuring and managing a service portal such as e?desk or Zendesk.

Detail?oriented and organised:

able to create and maintain procedures and documentation.

Regulatory awareness:

understanding of compliance requirements for customer communications.

Communication skills:

ability to handle queries via email, phone, live chat and social media with a warm, professional tone.

Industry knowledge:

experience with health products is a plus.

On?site availability:

ability to work full?time at our Finchley office, Monday to Friday.

Benefits

Competitive salary. 28 days paid holiday (including bank holidays). Opportunity to create and shape our customer service function within a growing company. Central Finchley location with excellent transport links. Friendly, collaborative team environment.
Job Type: Full-time

Pay: 32,000.00-38,000.00 per year

Application question(s):

Fluent English
Work Location: In person