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Senior Consumer Care Manager

  • Location: London
  • Salary: Negotiable
  • Job Type:Permanent

Posted 17 days ago

  • Sector: office support
  • Type: hybrid
  • Contact: Hannah Johnstone
  • Contact Email: hannah.johnstone@handle.co.uk
  • Start Date: ASAP
  • Expiry Date: 15 July 2022
  • Job Ref: BBBH98977

Senior Customer Care Manager

Salary DOE

ASAP Start

Handle are thrilled to be working with an amazing, innovative Consumer Goods company that specialises in skincare, to source and experienced Senior Customer Care Manager who is passionate about customer service and leading a team.

Customer Service is the core of everything this brand does, and building a premium consumer experience is the number one priority. This role is at the heart of the business, connecting with the brand, social media, operations, and commercial teams to build out the customer service capabilities.

Key responsibilities will include:

  • Championing Consumer Excellence across the business
  • Maintaining high levels of customer service across all the brands
  • Daily monitoring of performance and managing resource to flex to peaks
  • Creating plans for managing peaks and upcoming activity
  • Connecting with the brand, e-commerce, social media and operations teams to ensure fast resolution of issues, and preparation for upcoming activities
  • Managing the customer service team of 6 people, driving for high performance across the team
  • Providing guidance and training for team members to build capabilities.
  • Interacting with our consumers across emails, phones, live chat, social media and consumer review platform
  • Ensuring a high quality and consistent consumer experience through every consumer connection across our end-to-end business
  • Define and monitor key performance indicators for our customer service, presenting back to key stakeholders and identifying areas for improvement
  • Identifying improvements to our customer service through people, process and system enhancements
  • Defining and implementing a strategy for a future fit customer service

The ideal candidate will have:

  • A Passion for beauty and skincare
  • Strong experience in customer service management
  • An understanding of end-to-end ecommerce business operations, with the ability to understand the details of our websites through to our operations

If your experience matches the requirements above and you're interested in finding out more about this exciting senior customer care manager opportunity, please apply now! Email hannah.johnstone@handle.co.uk with a CV to apply!

Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.