Customer Experience Assistant Manager

Are you a high-performing professional looking for your next move? Do you have a passion for all things hair and beauty? Do you have a happy, positive outlook and would enjoy working in a busy, dynamic environment?

This is a rare and exciting opportunity to join one of the most celebrated and successful names in the professional hair and beauty. Since 2006, Sweet Squared has been in an enviable leadership position through distributing exclusive, premium and best-in-class brands like Kevin Murphy and CND Shellac to professionals across the UK and Ireland. However, the true key to our success has always been our dedication and commitment to serving the professional with Love & Respect. Our customer is the cornerstone of everything we do, making this leadership position one of the most important we have.

The Customer Experience team are pivotal in delivering on our promise to the professional by over delivering on connectivity, support, education, product knowledge and above all, understanding and empathy.

The Customer Experience Assistant Manager is responsible for the UK team but will also champion the provision of seamless services across UK and Ireland:

• Setting a clear vision and deploying strategies focused towards its delivery
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse performance statistics and compile accurate reports
• Mentor and develop the customer service team and nurture an environment where they can excel through encouragement and empowerment
• Ensuring the team are trained across all product areas and can assist and inspire customers to achieve what they need in their salons
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets of service delivery and support to customers
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

What we’re looking for in a candidate:

• A team player who enjoys their work and thrives in a vibrant, dynamic environment
• Invites challenge and challenges others, but always with love and respect
• Keen to learn but bring their own experience to the task in hand
• The ability to influence and communicate at all levels and across teams
• Knowledge of customer service technologies across multiple media and how they might be deployed to improve service
• A close eye for process improvements
• A cool head under pressure – solutions, not problems
• Experience of establishing KPI’s and managing workplans
• Ideally, relevant experience within the beauty sector (not essential)

Requirements:

• Proven working experience as a Customer Service Assistant Manager
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

What we will give you:

Competitive salary and rewards

25 days annual leave + bank holidays (increasing to 33 days plus bank holidays with length of service)

Training and career development with exposure to various departments.

Private health care and EAP service

5% pension contribution plus access to salary sacrifice scheme

Sweet Squared product allowance, plus 15% staff discount online & in our sweet shops.

A paid day off for your Square Day Anniversary

Square of the month awards & an awesome place to work!

Please note; This role will be on-site based at our Leeds Office.