ABOUT TOWNHOUSE:

Townhouse is one of the UK’s fastest growing beauty brands and we are looking to hire a CUSTOMER CARE DIRECTOR into our fantastic Head Office! With great opportunities for career development, this is an exciting role for someone who can make impact from day 1!

ABOUT THE ROLE:

To be successful in this role, you will be an already existing CUSTOMER CARE DIRECTOR (or a Senior Customer Service Manager/Head of – ready to make the transition to a Customer Care Director position).

Your responsibilities include:

• Reporting directly to the Operations Director and managing a team of 6 people which potentially be growing in the very near future
• Creating and implementing the Customer Care strategy
• Monitor team communication with customers across all contact channels, providing regular feedback to advisors in order to improve service standards
• Lead, coach and develop customer service advisors, creating a strong supportive environment and relationship with the wider team
• Supporting both online and store customers, you will act as the voice of the customer and have a customer-first approach, ensuring seamless and exceptional experience, every time
• Take ownership of ensuring all defined SLA’s and KPI’s for the Customer Service department are met
• Creating and maintaining a positive, motivational, and supportive team working environment. Encouraging and empowering your team to take ownership in resolving customer queries/complaints by giving them the tools they need to ensure a personalised and seamless experience
• Identify training needs and work with the Operations Director to deliver training plans
• Creating weekly and monthly Customer Care reports for Senior Management
• Supports team in admin duties/documentation/induction processes
• Coordinates with the other teams to protect the company’s reputation
• Monitoring and escalating of technical issues to the IT team where necessary
• Any other ad hoc duties to ensure the team maximises potential and supports the business goals
• Handling of any extreme escalated complaints – for example, that have reached the CEO
• Understanding of retail law in relation to sales of goods, service expectations, refunds, pricing and be able to explain this to the wider team – if will be asked

As we are a fast growing company, where changes are constantly happening – the successful candidate will be offered the opportunity to take over other areas of the business (e.g. inventory, compliance) – depending on performance and the business needs!

BENEFITS:

• Competitive pay
• Great benefits including free birthday rewards, extra holiday for additional days of service, free products and discounts, social nights etc
• Free internal training and support

ABOUT YOU:

Requirements below:

• Substantial management experience in customer centre roles is essential
• Excellent communication skills both written and verbal, with all levels within the company
• Able to handle multiple demands and competing priorities successfully
• Solution driven, proactive, energetic and confident in making decisions
• Knowledge of consumer law and data protection
• Lead by example, self-motivated and the ability to motivate and inspire others
• Willing to adapt and take on new challenges and driven to continually improve
• Experience working with Zendesk would be ideal but not a must

LOCATION:

• This role is based at our head office in Tottenham Court Road
• This is a hybrid role (long term likely 3 days in the office, 2 from home) but candidates must have flexibility to work up to 5 days in the office including during their onboarding period