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Customer Service Assistant Manager - London

Employer
Heartcore Fitness
Location
London
Salary
Competitive salary
Closing date
27 Jun 2019

Assistant Manager - Customer Service -  London

We are looking for a hands-on Customer Service Assistant Manager to lead, coach, develop and inspire our Customer Service Advidors in providing a unique world-class guest experience at all times.

You will be responsible to ensure that all complaints or queries are resolved in a way that reflects the Heartcore values and culture.

Inspire your team to demonstrate a ‘can do attitude’ and to find the right solutions for each guest in the shortest time possible.

We are looking for a capable individual who encourage change, flexibility and bring ideas to drive sales and customer care excellence with the organisational skills to prioritise tasks to meet deadlines.

The successful candidate will have experience in coaching and motivating a team, ideally within a Luxury Retail or Hospitality environment.

Key Responsibilities:

Customer Service

  • Lead, Coach, manage and motivate a team of three Customer Service Advisors
  • Support the Sales and Customer Care Manager in every aspects of the management of the Sales and Customer Care function
  • Conduct Monthly performance review of the Sales and Customer Care Consultant
  • Achieve sales targets by maximizing all guest contact opportunities to provide brand knowledge, increase occupancy of our classes and purchases of class packages across all disciplines (Pilates, Yoga, Barre, Strength & Conditioning, Ride) across our nine London studios
  • Identify ways to personalize the experience of every customer, whenever possible and taking the opportunity to upsell in any given situation.
  • Logging, monitoring and providing high quality communication with guests both over the phone and email and be confident in using all technological tools provided in order to do so.
  • Supporting the teaching team with last minute schedule changes and finding efficient solutions that are not an impact to the business.

Systems & Procedures 

  • Use all CRM systems confidently and use to accurately add notes to accounts and cases for all incoming and outgoing contacts.
  • Communicate company policy to customers as necessary and observe at all times client confidentiality and company policies for data protection and security.(GDPR)

You Have:

  • Experience of managing people 
  • Experience of complaint handling and resolution 
  • Experience in a customer-facing role – in retail, call centre or similar 
  • Experience of online shopping channels
  • Minimum of three years experience as a Sales & Customer Care consultant 
  • Excellent communication skills. Fluency in English language both oral and written 
  • Excellent written skills - good tone, concise, accurate spelling and grammar 
  • Confident, friendly telephone manner
  • Able to demonstrate a high level of technical ability Must show an affinity with the luxury consumer
  • An outgoing, friendly, ‘people person’ personality 
  • Passionate and take pride in providing the very best customer service

Location - Central London

Hours - Daily Working hours are between 7am to 8pm and must be prepared to work weekends and Bank holidays. You will work  between 35 to 40 hours per week.

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