Overview
Customer Care Manager Jobs in London Area, United Kingdom at The Growth Foundation
Title: Customer Care Manager
Company: The Growth Foundation
Location: London Area, United Kingdom
Jaded London, a prominent high-fashion apparel brand/retailer headquartered in North London, that boasts a high growing D2C ecommerce presence. Their Brand designs and develops cutting-edge products within the UK, manufacturing both locally and internationally, before shipping directly to customers via our e-commerce platform, Jadedldn.com, and through wholesale partnerships with top fashion platforms like ASOS. With an annual revenue exceeding £30 million, Jaded London is poised for substantial growth, aiming to reach £100 million within the next 3-5 years.
At Jaded London, the Customer Care Team plays a pivotal role in ensuring a seamless experience for our customers, from the moment they place an order to the delivery at their doorstep. Whether through email, live chat, or social media, the team diligently monitors customer orders and addresses any queries or concerns that may arise.
We are currently seeking an exceptional candidate to lead our Customer Care Team. The ideal candidate will oversee a team of trained product experts dedicated to providing our customers with a delightful and frictionless experience. If you’re passionate about delivering top-notch customer service and thrive in a fast-paced, dynamic environment, we want to hear from you!.
Roles And Responsibilities Include…
Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth
Establish performance benchmarks and hold team to those goals
Resolve customer conflicts and handle escalation procedures
Manage, motivate, support, and coach the Customer Care Team
Continuously improve the customer experience, create engaged customers and
facilitate organic growth
Review delivery proposition regularly with Head of Logistics
Regular review of procedures and policies to ensure they provide the best
customer experience
Monitor and ensure accurate and complete flows of orders, payments, returns,refunds…
Dealing with customer queries and assisting with returns, exchanges, and any
product faults, via email/live chat/social media
Access to Jaded social media accounts; responding to any customer comments
with a positive and responsive voice that remains reflective of our audience and
the brand
Escalate internally key customer concerns on social platforms with social team
Using several different customer service software, including Shopify/Gorgias
Weekly collating of all data regarding the number of emails replied to, response
times, returns processed, etc.
Requirements
Working knowledge of customer service software, databases and tools
Dedicated to providing excellent customer service
A problem solver, able to take initiative
Strong client facing and communication skills, both written and verbal
3+ years’ of customer service
Excellent written and verbal communication skills
Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
Perks
50% Employee Discount
24 days holiday per year (plus bank holidays)
A paid day off on your birthday
A paid moving day per year
Hybrid Working Arrangements – 1 day per week WFH
Bonus Scheme
Employee Assistance Programme for you and your family
Local Business Discounts (joe and the juice, cafés, fitness, beauty etc)
Regular Office Social Events (e.g. payday socials)
