Customer Care Operations Specialist (12 mth)

Mint Velvet; High Wycombe; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days holiday + birthday off

Private health insurance

Life assurance

Discretionary bonus

Staff discount 50%

Induction & development

Job summary

Mint Velvet is seeking a Customer Care Operations Specialist on a 12-month maternity cover to support day-to-day Customer Care operations at our High Wycombe site.

You will work closely with the Senior Customer Care Manager, drive performance, improve processes and coach the team to deliver exceptional service in a fast-paced, high-performance culture.

Qualifications

• Customer-first mindset with a passion for delivering exceptional service.
• Experience leading a team and coaching others.
• Resilience to thrive in a fast-paced environment.
• Proactive, resourceful and solutions-oriented approach.
• Strong analytical skills and ability to spot trends in data.
• Comfort with technology and learning new systems.
• Excellent written and verbal communication.
• Strong planning and organisational skills.
• Continuous improvement mindset.

Responsibilities

• Support day-to-day operation of Customer Care and maintain service levels.
• Act as a key support for the team and resolve complex queries.
• Partner with Senior Manager to meet KPIs and customer satisfaction targets.
• Analyse performance data and identify trends to improve experiences.
• Be the systems champion, troubleshoot and deliver training as needed.
• Lead regular 1:1 coaching and provide meaningful feedback.
• Build cross-team relationships to deliver Customer Care objectives.
• Identify and implement process improvements for better customer experience.

Skills

People management

Analytical skills

Customer service

Communication

Problem solving

Planning & organisation

Job description

Customer Care Operations Specialist (12 mth)

Department: Customer Care

Employment Type: Full Time

Location: High Wycombe

Description

12-month maternity cover contract

Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn’t find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born.

As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture.

Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.

Our Values: With Soul. Courage & Resilience. Passion & Drive. Entrepreneurial Spirit. Collaborative.

As our Customer Care Operations Specialist, you’ll be at the heart of our operation, helping to ensure we deliver the exceptional service our customers know and love. You’ll support the day-to-day running of the Customer Care function, balancing priorities, solving challenges, and empowering the team to perform at their best.

Working closely with the Senior Customer Care Manager, you’ll use your analytical mindset, operational expertise and people skills to drive performance, enhance processes and champion continuous improvement across the department.

The Role

• Supporting the day-to-day operation of Customer Care, making informed and agile decisions to maintain service levels and minimise risk.
• Acting as a key point of support for the team, helping to resolve complex customer queries and enabling colleagues to deliver outstanding service with confidence.
• Partnering with the Senior Customer Care Manager to achieve departmental KPIs, including service level agreements and customer satisfaction targets.
• Analysing performance data, identifying trends and opportunities, and contributing ideas that improve both the customer and team experience.
• Becoming the team's systems champion, proactively troubleshooting issues, supporting system enhancements and delivering engaging training when required.
• Leading regular 1:1s with direct reports, providing coaching, development support and meaningful quality assurance feedback.
• Building strong relationships across the wider business, collaborating with teams to deliver Customer Care objectives and support key initiatives.
• Continuously looking for ways to improve processes, challenge the status quo and help us deliver an even better customer experience.

What You'll Have

• A customer-first mindset, with a genuine passion for delivering exceptional service.
• Previous people management or team leadership experience, with a proven ability to coach, support and develop others.
• Resilience and adaptability to thrive in a fast-paced, ever-evolving environment.
• A proactive, resourceful and solutions-oriented approach to problem solving.
• Strong analytical skills and attention to detail, with the ability to spot trends and uncover insights within data.
• Confidence using technology and systems, with the ability to quickly learn new platforms and troubleshoot issues.
• Excellent communication skills, both written and verbal, with a positive, collaborative and enthusiastic approach.
• Strong planning and organisational skills, with the ability to manage competing priorities effectively.
• A continuous improvement mindset and a desire to make a positive impact for both customers and colleagues.

You'll Be Rewarded With

• Competitive starting salary and great career prospects in a fast paced and growing business
• 25 days holiday plus a day off on your birthday
• Company-funded private health insurance and access to Smart Health
• Life assurance
• Discretionary bonus scheme
• 50% staff discount
• Bespoke induction support and ongoing development to help you thrive in your new role