Customer Service Team Manager, LuxDeco

£28-32k

Junior and Mid level

London

2 days a week in office

Luxury interiors marketplace

Job no longer available

Luxury interiors marketplace

21-100 employees

B2CMarketplaceInterior designFurnitureHome improvement

Job no longer available

£28-32k

Junior and Mid level

London

2 days a week in office

21-100 employees

B2CMarketplaceInterior designFurnitureHome improvement

Company mission

LuxDeco is on a mission to reinvent the shopping experience for luxury interiors for consumers, professionals and brands.

Job

Company

Role

Who you are

2-3 years management experience in an ecommerce environment
Comfortable using multiple online platforms; GSuite, Apple, OMS, WMS & CRM systems
Fluency in more than one language
Experience in the luxury industry

What the job involves

LuxDeco is excited to be hiring for a Customer Service Supervisor to support the day to day running of the Customer Services department
Reporting into the Head of Customer Experience, you will motivate and develop your team to deliver an exceptional experience to the client and achieve all departmental experience KPIs
You will be positive, organised, adaptable and passionate about the customer, the service and their experience
The role of Customer Services Supervisor is crucial to the success of the business in ensuring we deliver a luxury post-sale experience
Lead your team to deliver a consistent luxury service to our global customer base by exceeding customer expectations at every touch point, every time
Organise the team’s workload allocation, shift plans and adherence to schedule to ensure that we meet our SLAs
Deliver daily stand-ups, share information from management meetings and new processes to ensure team awareness of new business initiatives
Ensure that all department experience KPI’s and targets are met and maintained
Create and maintain a positive and professional working culture and environment including the safety and security of team to maximise team engagement, morale and motivation levels
Investigate complex customer cases and escalations thoroughly in an empathic manner; liaise with other departments to resolve and take ownership through to resolution whilst representing the brand positively
Maintain a specialist understanding and knowledge of all brand policies and processes
Regularly carry out 1:1s, quality assurance, coaching and training in order to develop and progress your team
Train all new starters joining the business and complete on-going coaching with the team to improve the team ability and elevate the client experience
Conduct fraud checks aligned to the department objectives to ensure the protection of the customer and the brand
Work closely with finance in order to manage and complete of customer refunds
Provide input and recommendations on how to improve existing operational department processes in order to enhance the customer experience
Represent the Customer Experience department at cross-functional meetings as required
Build and maintain internal and external relationships with key stakeholders and business partners
Your hours: 40 hours, Monday - Friday, 09:00 - 18:00

Salary benchmarks

Our take

LuxDeco is the world’s leading luxury interiors platform which is changing the way people design and shop for their homes. Hailed as the "Net-a-Porter of interiors" by the Financial Times and The Daily Telegraph, they offer their international clientele access to hundreds of the world’s leading interior brands. Their business philosophy is simple - give clients easy access to the highest quality products, and let excellence speak for itself.

When people spent more time inside their homes during the pandemic, unsurprisingly, they started to care more about what those homes looked like. As a result LuxDeco has reaped the rewards of a new swell of demand for upgraded interiors, notably through its focus on supplying luxury office products for those making the transition to working from home.

But LuxDeco's model goes beyond simple supply and demand - they are actively trying to shape the world of luxury interior design. Through initiatives like 'The Sound of LuxDeco' - a series of ‘eclectic playlists for luxury listening’ to build affinity and engagement with both consumer and professional audiences - LuxDeco is encouraging their clients to view interiors not only as a space, but as a place for experiences. This determination to push the boundaries of what it means to be an interior design marketplace has already won favour with consumers, and will be a considerable part of LuxDeco's success going into the future.