Customer Service Manager

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.