Customer Care Manager

4 weeks ago

London Area, United Kingdom Chāmpo Full time

Customer Care Manager


Company Overview

An opportunity to join the fastest-growing beauty company in the UK.


Chāmpo is a dynamic and innovative hair care business that’s dedicated to delivering exceptional products and customer experiences to customers worldwide.


We are seeking a smart, highly motivated and people-focused Customer Care Manager to lead our team in providing industry-leading customer experiences. Our Customer Care team is at the heart of Chāmpo, every person in this team not only cares about our customers’ problems, but is empowered to solve them quickly and delightfully.


If you’re a successful customer care representative looking for your next step in a dynamic environment with real responsibility then we invite you to apply to join our team.


Core Responsibilities

  • Lead, motivate, and inspire the customer care team to deliver exceptional service. Providing ongoing training and support to enhance team performance in a collaborative work environment.
  • Happy to be hands-on, responding to customer queries and questions across our different interaction platforms to support the team when required.
  • Oversee the resolution of customer inquiries, concerns, and escalations promptly and effectively. Monitor customer interactions across all channels to ensure consistency and quality or responses and that industry-leading service levels and response times are met.
  • Analyse customer feedback to identify trends and opportunities to proactively answer questions before they are asked, working closely with other departments to address customer issues and implement preventive measures.
  • Continuously assess and improve customer care processes, sharing agreed KPIs across the business to enhance efficiency and effectiveness. Identify and implement technology solutions to streamline customer interactions where required.
  • Collaborate with other departments, including marketing, sales, and product development, to ensure a seamless customer experience. Provide insights and feedback to improve products and services.
  • Work as a key member of the team that builds, nurtures and engages our online community of customers, influencers and advocates, building social proof with customer testimonials and reviews.


Qualifications/Skills:

  • Solid experience within customer service roles. This role would suit an individual looking to step into a management position.
  • Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and external partners.
  • Detail-oriented with exceptional organisational skills to manage multiple projects and priorities simultaneously.
  • Thrive in a fast-paced environment


Additional info:

  • 1-2 days pw in the office
  • Likely to need to cover school holidays at times
  • The company offers a base salary plus 25 days holiday.
  • NEST pension,
  • Generous product allowance


Please note this role is being recruited exclusively by Veblen International, all 3rd party direct applications will be passed via the agency.

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