AWARD WINNING HAIR CARE
Philip Kingsley was a true visionary in the world of hair care. Over his celebrated 65-year-career, he treated the hair – and boosted the morale – of thousands of clients, including actors, models, royalty, professional athletes, beauty journalists and TV personalities.
Philip Kingsley's care and insight led him to accomplish many firsts in his field. He was the first hair professional to encourage hair health through nutrition and wellbeing. He coined the phrase 'bad hair day', and created the world's first pre-shampoo conditioner, Elasticizer, personally for Audrey Hepburn. His expertise bridged the gap between science and beauty and earned him many awards and accolades. He was referred to as the Hair Guru by the New York Times, the Hair Wizard by Vogue, and the Hair Doctor by the Sunday Times.
Philip Kingsley's passion and warmth inspired his daughter Anabel Kingsley to follow in his footsteps. Our Brand President and a respected Trichologist in her own right, Anabel is dedicated to continuing Philip Kingsley's legacy into the next generation of hair care.
What is Trichology?
Trichology is the science of the hair and scalp. A Trichologist is to your hair and scalp what a dermatologist is to the skin on your face and body.
THE ROLE
· Working in our Customer Service team supporting both our customers using our websites and ) as well as our in-person Clients attending our Clinic in Mayfair.
· Responding to customers efficiently and in line with department guidelines through various systems. Candidate must be experienced at handling different systems. We respond to our customers through emails (Freshdesk), phone, Instagram, Clinic Software, Tik Tok, Yotpo.
· Reception – greeting Clients, processing payments, packing small orders, some manual lifting for Clinic stock deliveries, communicating with Trichologists and Trichotherapists, keeping refreshments stocked and keeping reception clean and tidy.
· Being responsible for booking and amending our appointment schedule and placing orders through a prescription service – so attention to detail is a must.
· Ensures a best-in-class service is always offered, in line with department SLA/KPI's.
· Has excellent product knowledge as a brand ambassador for Philip Kingsley (full product training is provided).
· Places website orders and Clinical orders for customers and drives sales for the business.
· Performance driven and manages own daily workload effectively.
· Liaises with other departments including Clinic, NPD and Operations and our warehouses to answer queries as required.
· Provides regular feedback to management to improve our customer experience.
. Any additional duties assigned by your line manager.
· Handling UAE's (allergic reactions) and sensitive information.
· Ensure all GDPR policies and data protection measures are adhered to.
· Reports into Clinic Manager
WHO WE ARE LOOKING FOR
Previous customer service experience / or reception experience is essential, with a luxury retail background preferred.
· A warm, friendly presence on reception at our Clinic.
· A confident telephone manner and strong written skills.
· Must respond to all customer queries in a timely manner.
· An interest in haircare would be advantageous.
· CRM system user (either Salesforce/Freshdesk/Zendesk)
· Experience of communicating with customers via various channels.
· Strong problem-solving skills.
· An energetic, approachable, accountable and focused individual.
· Ability to manage customer concerns and expectations and build excellent customer relationships.
HOURS OF WORK
· Monday – Friday: 8:30am - 6pm, Saturday 8:30am – 5:30pm
· Flexibility is required for peak trade periods such as Black Friday
· Saturdays are on rotation with a day off in lieu
LOCATION
· London Mayfair Clinic and some remote working.
· Full flexibility is required for this role as the position works across both the Ecommerce and Clinical business.
PERKS AND BENEFITS
· 25 days annual leave plus bank holidays
· Cycle to work scheme
· 2 days paid volunteering per annum
· Enhanced pension scheme
· Monthly flexible well-being allowance (ThanksBen. Can also be used for private medical insurance by employees who have been working here +3 yrs)
. Eyecare (reimbursement of up to £25 for eye test and contribution of up to £100 for glasses required for work)
. Generous product discount
. Enhanced maternity leave (after 1 year of employment).
. Enhanced paternity leave (after 1 year of employment).
. Pregnancy loss leave.
DIVERSITY AND INCLUSION
We're committed to creating an inclusive workplace that promotes and values diversity. Organisations that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are better places to work. But more importantly, creating an environment where everyone, from any background, is welcome and can do their best work is the right thing to do.