CLIENT CARE MANAGER:
An exciting opportunity has arisen for a Client Care Manager to join a leading UK salon group, in a primarily remote role based in London with occasional travel to local salons. Reporting to the Operations Director, you will take full ownership of all customer service channels, including inbound emails and external review platforms such as Google and Trustpilot, driving outstanding customer satisfaction.

This role suits a proactive, highly organised individual with at least two years’ experience in a customer-facing environment. In return, you’ll benefit from career progression opportunities and generous service and product discounts for you and your friends and family.

CLIENT CARE MANAGER ROLE:

• Responding to customer email queries received via our “contact us” form
• Resolving all customer complaints (by email and phone), to ensure we turn around every failure & customers leave “delighted”
• Responding to all external reviews (both good and bad) to ensure high levels of visibly proactive customer service
• Working with Area Managers, Salon Managers & Front of House where needed to flag and resolve issues
• Investigate client claims and provide sufficient information for the insurance broker 
• Identifying and flagging common issues or trends to the Ops Director & making recommendations so we are constantly improving our service

• Having 2+ years’ experience in a customer-facing role, including customer support, retail or hospitality
• Demonstrating a positive attitude and being highly proactive
• Showing strong organisational skills and working efficiently
• Adapting quickly and enjoying working in a fast-paced environment

• Working remotely in London while travelling locally to salons and the Covent Garden Academy
• Accessing career progression opportunities
• Receiving service and product discounts for you and friends and family