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
* Pension scheme
* 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.