Client support executive - united kingdom, vauxhall, london

secret spa is a fast-growing start-up revolutionizing the beauty and wellness industry. our leading platform allows customers to book at-home appointments from 6am - 10pm with tried-and-tested professionals. founded by siblings, emily & rider, in 2015 our luxury service has fast become the choice of london’s vips and celebrities and is based in london, manchester and brighton.

the uk spends nearly the same on beauty services as on taxis or takeaways. this is a chance to play a part in the exciting, high-growth sector of home beauty services that is benefitting so many people’s lives. we are an equal opportunities employer. we believe passionately that employing a diverse workforce is central to our success. we make recruiting decisions based on experience and skills.

our client support team is expanding and we are seeking a passionate, enthusiastic and diligent individual to join the team. we are looking for someone who is passionate about managing customer relationships, maintaining a positive brand image at every point of contact and supporting the team in a fast paced environment. good computer literacy and a love of hair and beauty is essential!

secret spa is renowned for working with the best professionals in the industry which means that the client support executive will be joining a team who will be regularly dealing with luxury brands, celebrities, media and influencers. therefore, a good knowledge and experience dealing with key stakeholders in beauty, entertainment, fashion and film would be important for this role.

requirements:

joining the team resolving customer queries via phone, email and live chat whilst applying critical thinking to handle specific issues with confidence. be willing to get stuck in and go the extra mile to deliver exceptional customer service
matching and reschedule bookings, as well as promptly responding to general enquiries
liaising with our network of beauty professionals to arrange and oversee customer bookings, including bespoke and group booking requests
setting the standard procedures of escalation for unresolved issues and formal complaints
dealing with pr & marketing requests for our celebrity/influencer and vip clients
being the voice for our customers by passing their feedback onto the wider members of the core head office team around product, treatments and overall booking experience
undertaking more administrative tasks including updating logs with relevant information.
strong spelling and grammar is essential
being proactive in learning about treatments & product to better assist our customers

about you:

experience in online or ecom customer success, support and/or sales. a role doing customer service in a store or shop is not quite right
computer literacy - the role involves using zendeck, secret spa back office and google sheets. the pace is face so confidence using software is a must
friendly, engaging and clear communication, both written and spoken
passionate about building client relationships and acquiring ‘customers for life’
solution driven mindset and being proactive in resolving all customer enquiries to improve their experience
ability to prioritize tasks and queries, depending on level of urgency
a team player, with great work ethic and exceptional time management skills
we have a number of super vip clients (influencers, media and celebrities) an interest in fashion, entertainment and film may be useful to know who these people are and how to work with them and their eas
passion for all things beauty. previous experience in the beauty and wellness industry would be ideal but not required

benefits

be part of a rapidly growing start up, with ample opportunity for growth and progression
collaborative company culture with exciting social events
a flexible working environment (3 days a week in the office)
account credit to book treatments (£600 per year)
opportunity to attend exclusive industry events
be a model for our trade tests (free beauty treatments!)
co-working office space with a range of high-growth companies, free gym, barista coffee machine and friday drinks
an honest and open feedback culture and individual development opportunities
25 days paid holiday, excluding bank holidays (33 in total)
cycle to work scheme

details

start: asap
starting salary – 23k-24k per annum depending on experience
minimum of 3 days per week in our office in vauxhall
5 days a week with one at the weekend
if you are looking for an opportunity to build your career, please apply! we would love to speak with you.
job type: full-time (there are also part-time roles available as well)

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