Job Description

Award-winning hair straightener brand, CLOUD NINE are hiring two UK Customer Experience Executives on a fixed term contract until January/February 2026

CLOUD NINE are a global industry-leading, award winning hair and beauty brand. From day one, they have set out to create premium hair styling tools, that always brings the focus back to hair health. We are changing the future of hair and won't stop until we get there.

This individual will be responsible for the day-to-day delivery of CLOUD NINE's customer experience strategy, enhancing the customer's experience and supporting our customers across all sales channels. They will work on maintaining and improving our high standards of customer experience, meeting set expectations. Working as part of a team, the individual will work closely with your colleagues in both the UK and the rest of the world, whilst also collaborating with the digital, marketing and sales teams.

We have two fixed term contracts available:

2x Full-time 40 hours a week, Monday to Friday, ending January/February 2026 - exact end date TBC depending on start date.
This role is based at the Harrogate HQ. Once fully trained, you will work set shifts, listed below:

8:00am - 4:30pm 8:45am - 5:15pm 11:30am - 8:00pm (worked from home) 9:00am - 4:00pm

Main Duties

Work to the agreed customer experience guidelines and strategy, always implementing best practice with the aim of achieving the highest standards of customer experience. Day-to-day delivery of the company's customer experience and support capability across all B2C communication platforms, including; telephone, web chat, email, Salesforce CRM platform, review platforms, social media: Facebook, Twitter, Instagram. Achieve individual performance targets. Assist customers via education of products and services. Processing manual orders where necessary. Resolving any issues in the order process on behalf of the customer. Assist with all customer complaints, escalating to the Customer Service Manager via the agreed escalation path where necessary. Build customer rapport to defuse escalated complaints. Advise customers of company policies and procedures. Turn complaints into sales where possible. Retain customers through education of products. Keeping up to date with all current promotion, trading changes, website updates and stock levels. Identifying and flagging potentially fraudulent orders/activity on the CRM, adhering to the company policy, and escalating these to the Customer Experience Team Leader. Liaise with the company's repair/servicing department and warehouse team, to ensure a quick turnaround of repair/replacement of products. Careful and considered real time communication with customers meeting set SLAs.

Desired skills and experience

Excellent communication skills both written and verbal. A willingness to learn and ability to use own initiative. Experience in providing high levels of service. Keen eye for detail. A strong team player with the ability to work in a fast-paced environment. IT literate and any previous experience with a CRM system would be ideal. Confident in dealing with customers both electronically and over the phone. A genuine passion for customer services and helping others. Natural rapport building skills. Previous customer service and sales experience is desired, however not essential, as we will provide all the necessary training.

What you'll get in return:

Salary 26,208 per annum, plus our Customer Experience Team quarterly commission scheme. 25 days holiday plus bank holidays per annum, pro-rated to the length of the fixed term contract. Exclusive discounts across our entire range. Health Shield cash plan. Life Assurance policy. Company Pension scheme. CLOUD NINE Product of your choice, following completing training Team building activities and internal events all year round.
Please note this role is based on-site at our office on Hornbeam Park in Harrogate, and you must be able to commute to the office for this role. There is the ability to work from home one day per week following completion of training.

If you have any questions about this role, please email careers@cloudninehair.com

The above is a summary only and you may be required to undertake any other additional duties that are a reasonable requirement of the role. The Company reserves the right to reasonably vary or amend the duties and responsibilities of the post holder at any time according to the needs of the Company's business.

Job Types: Full-time, Temporary, Fixed term contract
Contract length: 4/5 months

Pay: 26,208.00 per year

Ability to commute/relocate:

Harrogate HG2 8RE: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person