Client Care Manager

RUSH Client Care Manager
- Role Description

We're recruiting for a Client Care Manager. This is mainly a remote role with the occasional site visit to our London salons and Covent Garden Academy.

This is a key role that reports into our Ops Director and has total ownership of all customer service channels (inbound emails and external review sites including Google & Trustpilot). This role is best suited to someone who is driven by delivering outstanding levels of customer satisfaction.

• 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

• At least 2+ years experience in a customer-facing role (either customer support, retail, hospitality etc)
• Positive attitude & highly pro-active
• Strong organisation skills & innately efficient
• Adaptable & enjoys working in a fast paced environment

• Salary: £30-35k based on experience
• Remote in London, with some local travel to salons and the Covent Garden Academy
• Career progression
• Service & product discounts for you and friends/family