Beauty Customer Service Lead - Hybrid & People-Focused

Deciem Inc; Nottingham; Hybrid; GBP 40,000 - 54,000; Full time

Benefits offered by this job

Generous vacation and personal days

Volunteer time off

Paid parental leave

Employee assistance program

LinkedIn Learning access

Product discounts

Job summary

Deciem Inc in the United Kingdom is hiring an Associate Manager, Customer Service Expert for our Nottingham hybrid office. You will oversee a small team of Service Experts, drive customer satisfaction, and uphold our brand standards.

The role requires 2+ years of people management, a background in beauty or consumer goods is a plus, and you will partner with Ecommerce, logistics, and digital teams to ensure outstanding service. We offer generous benefits and development opportunities.

Qualifications

• Management experience in customer service support is preferred.
• Strong problem solver and negotiator which is an asset to resolving complex customer service cases.
• Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
• 1-2 years’ experience in a leadership capacity in customer service is considered an asset
• Strong leadership skills relevant education OR equivalent experience in customer service is an asset to coach and mentor employees

Responsibilities

• Provide direct support to 3-6 Service Expert Associates, ensuring that standard operating policies and procedures are adhered to
• Lead team meetings as well as 1:1’s to share experiences, provide feedback, share best practices
• Present unique solutions for order and tech-related customer enquiries via phone, email, live chat, and social media with the highest degree of courtesy and professionalism. Providing phone coverage when needed
• Investigate issues from team members who are unable to resolve and provide real-time solutions
• Manage customer relationships by serving as the first point of contact for tier 2 escalations, and work in collaboration with the Customer Happiness Manager when required to resolve complex customer scenarios
• Identify areas of opportunity and future customer requirements by establishing rapport with potential and current customers
• Work alongside department leadership on team initiatives such as training, coaching, recruitment, career growth and develop teams to exceed established targets across the department
• Review, grade and provide quality coaching to Service Expert Associates on handled customer interactions via supported channels according to the standard operating procedures to enhance the customer experience
• Maintain customer records, track customer trends, complete reports, and provide insights to department leadership
• Collaborate regularly and provide feedback to E-Commerce Operations, Transportation, and Digital/Online teams to deepen your knowledge of our internal processes, ways of working, and service offering to deliver a memorable and positive customer experience
• Remain up to date with basic product knowledge, company initiatives, activations and campaigns
• Perform other duties as assigned

Skills

Management experience

Problem solving

Lead/coach

Leadership experience

Coaching/Mentoring

Tools

MS Office

Google Suite

Salesforce

Job description

Deciem Inc in the United Kingdom is hiring an Associate Manager, Customer Service Expert for our Nottingham hybrid office. You will oversee a small team of Service Experts, drive customer satisfaction, and uphold our brand standards.

The role requires 2+ years of people management, a background in beauty or consumer goods is a plus, and you will partner with Ecommerce, logistics, and digital teams to ensure outstanding service. We offer generous benefits and development opportunities.