Overview
Reporting the Head of Customer Care, you will manage a team of 18 customer care team members and oversee the day‑to‑day leadership of a high‑performing customer care team, championing service quality, operational efficiency, and team motivation.
Location & Hours
Hybrid role: three days per week in our Avonmouth offices, two days from home.
Permanent full‑time, Monday to Friday, 40 hours per week. Shifts start between 8:30 am and 10 am, and finish before or up until 6 pm.
Responsibilities
* Manage daily operations, ensuring high‑quality responses and timely interactions across all service channels (phone, live chat, social media, email).
* Collaborate with the Head of Customer Care on administrative, team, and people‑related responsibilities.
* Act as the first escalation point for customer complaints, providing guidance and solutions to maintain service excellence.
* Ensure smooth shift handovers and consistent service coverage across all operational hours.
Performance Management & KPIs
* Establish, monitor, and report on team and individual KPIs to ensure transparency and accountability across productivity, service quality, and customer satisfaction.
* Continually assess and improve internal processes to drive efficiency and service improvements.
* Escalate potential risks to performance, customer satisfaction, or product integrity to the Head of Customer Care in a timely manner.
Customer Experience & Sales Enablement
* Develop strategies to support customer engagement, repeat business, and revenue growth through excellent service delivery.
* Ensure full compliance with all system access protocols and internal processes.
Team Development & Collaboration
* Support onboarding and integration of new hires, ensuring consistent training and process understanding.
* Act as a liaison with internal departments and external suppliers to resolve issues effectively and enhance cross‑functional collaboration.
Compliance & Standards
* Maintain up‑to‑date internal process documentation and ensure alignment with regulatory, data protection, and brand standards.
Qualifications
* Demonstrable experience in customer service, including team leadership in a contact centre or multi‑channel support environment.
* Strong understanding of performance metrics and customer service KPIs.
* Excellent communication, coaching, and conflict resolution skills.
* Proven ability to manage service delivery across extended operational hours and rotating shifts.
* Experience in resource and shift planning, especially during peak seasonal periods.
* Proficiency in using CRM platforms and service management tools (e.g., Zendesk, Salesforce, Spreadsheets).
Benefits
* Generous staff discount on all ELEMIS products and spa treatments, and discounts on L'OCCITANE Group products.
* Excellent well‑being policies, including enhanced maternity & paternity policies, income protection, life assurance and more.
* Generous holiday allowance, increasing with length of service.
* Company pension scheme.
* Healthcare cash plan (with dental).
* Employee assistance programme for all associates and their families.
* Cycle to work scheme, season ticket loan, length of service awards.
* Much, much more!
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