Customer Care Manager
About the Company
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.
About the role
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.
About You
Requirements
- Experience of working with a fashion retailer is essential
- 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)
We would love to respond to every application however due to the volume of applications we receive this isn't always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.
The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.
- Current opportunities
- Jaded London
- Locations
- London
London
Customer Care Manager
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