Customer Service Manager

Sunblink Ltd; London; On-site; GBP 40,000; Full time

Job summary

A luxury beauty brand in Central London is seeking a Customer Service Manager to lead their customer service operations. In this role, you will ensure high-quality service delivery across multiple channels while managing a team. The ideal candidate has a strong background in customer service management with experience in luxury retail or beauty brands. This full-time role offers a competitive salary of £40,000 plus benefits including a generous staff discount and gym membership.

Benefits

Competitive salary

28 days holiday including bank holidays

Career progression opportunities

Generous staff discount on products

Free Gym Membership

Birthday off

New product launch gifts

Free treatment vouchers for family and friends

Qualifications

• 2+ years in a management or supervisory role, ideally for a beauty brand.
• Experience in luxury retail, beauty, or clinic/spa environment is advantageous.

Responsibilities

• Lead a team of Customer Service Advisors, including training and development.
• Act as the main escalation point for customer enquiries and complaints.
• Manage customer service operations across email, phone, and live chat.
• Handle online order-related issues, including fulfilment errors and refunds.

Skills

Management experience in customer service

Familiarity with customer service KPIs and tools

Strong background in complaint handling

Excellent verbal and written communication skills

Strong administrative and IT skills

Customer-first attitude

Tools

Helpscout

Microsoft Office

Job description

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Customer Service Manager
£40,000 Full-Time Permanent
Central London - on Site

About the Role

We are seeking a dedicated and experienced Customer Service Manager to lead customer service operations across multiple channels and territories for a globally recognised luxury beauty brand. This is a key role, responsible for ensuring the delivery of a high-touch, premium service experience to customers across the UK, EU, and USA.

You will be a hands-on leader, overseeing a small team and managing all aspects of the customer journey, from order fulfilment and clinic support to complaints and refund resolution. With a focus on quality, responsiveness, and innovation, this role is essential in protecting and elevating the brand's reputation.

What We're Looking For:

• Experience managing dedicated customer service teams (2+ years in a management or supervisory role - ideally for a Beauty Brand)
• Familiarity with customer service KPIs and tools like Helpscout, or experience implementing AI to assist with Customer Service processes - this is particularly important
• Strong background in complaint handling - confident in turning negative experiences into positive outcomes
• Excellent verbal and written communication skills
• Self-motivated, highly organised, and able to work effectively under pressure
• Strong administrative and IT skills, with proficiency in Microsoft Office
• A positive, proactive, and customer-first attitude
• Experience in luxury retail, beauty, or clinic/spa environment is advantageous

Key Responsibilities

• Lead and support a team of Customer Service Advisors, including training, development, and performance monitoring
• Act as the main escalation point for complex or sensitive customer enquiries and complaints
• Manage customer service operations across email, phone, and live chat for UK, EU, and USA markets
• Oversee appointment bookings, cancellations, and general service enquiries
• Monitor and report on customer service KPIs, feedback trends, and recurring issues with actionable recommendations
• Handle all online order-related issues, including fulfilment errors, refunds, replacements, and stock discrepancies
• Coordinate customer feedback across departments to support continuous improvement
• Respond to Trustpilot and Google reviews to protect and enhance brand reputation
• Maintain accurate CRM and database records
• Manage financial processes such as refunds via Stripe, Shopify, and WordPress
• Provide administrative and operational support to the Head Office team

What We Offer

• Competitive salary of £40,000 per annum
• 28 days holiday including bank holidays
• Opportunities for career progression
• Generous staff discount on products and treatments
• Free Gym Membership
• Your Birthday off
• New product launch gifts
• Free treatment vouchers for family and friends

Working Hours: Five days per week at head office, Monday to Friday, 9am - 5:30pm. This role requires full-time attendance at our London head office - remote or hybrid working is not available.

This post is subject to the Rehabilitation of Offenders Act 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

BSR Health are a Specialist Healthcare Agency. If you are interested in working with us, or have any other questions about this role, please don't hesitate to get in touch.