Rapidly growing online retailer in the Beauty sector requires an ambitious and experienced Assistant Manager to help develop their Customer Services function.
Ensure your team delivers an outstanding shopping experience to every customer contact, in all forms of communication.
Maintain a high level of service awareness at all times by acting as a last point of contact for complaints; and an ambassador for the team and wider business
Liaise between internal departments on issues, highlight problems and compose solutions
Coach and develop team and address any staff performance issues
Lead by example in all areas including customer service, administration and project management
Motivate team to achieve personal review and workload targets with positive culture of empowerment
Take a proactive and sales orientated approach in all situations focusing on positive service reviews, customer retention and new sales opportunities.
Introduce changes and promote flexibility as team rotates through shift patterns
Maintain a high level of service awareness at all time by acting as a central point of contact for the team
Work closely with the Customer Service Manager to provide consistency, communicate information and develop best practice.
Plan and forecast team workload to achieve agreed SLAs
Identify training needs amongst team
Report on end of shift summary, customer feedback and outstanding issues and communicate to Customer Service Manager
Feedback sales, service issues and suggestions to Customer Service Manager to drive change
Work together with Customer Service Manager to provide consistency, communicate information and develop best practice.
Ensure all in-house processes and procedures are adhered to at all times.
Experience, skills and ability:
Minimum of 4 years’ experience in sales/retail, preferably in a beauty environment
Understanding of multiple brands and a good knowledge of how skincare and make up work.
Experience with Beauty Retail Customer Care in an office environment, spa or on the shop floor.
Excellent communication and presentation skills; an eye for detail and good organisation skills
Exceptional people management skills with the ability to lead and motivate a team
Commercial, sales driven approach is essential
Ability to achieve results through influence and problem solving
Flexible attitude and positive approach to change
Self-motivated, proactive and energetic
Location: Role will be primarily based in Harlesden (NW London), but with regular attendance at offices in Angel