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You will oversee the day-to-day leadership of a high-performing customer care team, championing service quality, operational efficiency, and team motivation. This role is instrumental in delivering a seamless and positive customer journey across all support channels. Through effective coaching, resource planning, and performance management, you will help position the Customer Care team as a centre of excellence for both consumer and trade interactions. You will also work closely with the Head of Customer Care to challenge existing processes, champion operational efficiency, and elevate customer satisfaction beyond industry standards. What Will You Do? Leadership & Operational Management • Manage the daily operations of the Customer Care team, ensuring high-quality responses and timely interactions across all service channels (phone, live chat, social media, email)., • Collaborate with the Head of Customer Care on all administrative, team, and people-related responsibilities., • Act as the first escalation point for customer complaints, providing guidance and solutions to maintain service excellence., • Ensure smooth shift handovers and consistent service coverage across all operational hours., • Performance Management & KPIs, • Establish, monitor, and report on team and individual KPIs to ensure transparency and accountability across productivity, service quality, and customer satisfaction., • Continually assess and improve internal processes to drive efficiency and service improvements., • Escalate potential risks to performance, customer satisfaction, or product integrity to The Head of Customer Care in a timely manner. Customer Experience & Sales Enablement • Develop strategies to support customer engagement, repeat business, and revenue growth through excellent service delivery., • Ensure full compliance with all system access protocols and internal processes., • Team Development & Collaboration, • Support the onboarding and integration of new hires, ensuring consistent training and process understanding., • Act as a liaison with internal departments and external suppliers to resolve issues effectively and enhance cross-functional collaboration. Compliance & Standards • Maintain up-to-date internal process documentation and ensure alignment with regulatory, data protection, and brand standards. The Perfect Candidate • Demonstrable experience in customer service, including team leadership in a contact centre or multi-channel support environment., • Strong understanding of performance metrics and customer service KPIs., • Excellent communication, coaching, and conflict resolution skills., • Proven ability to manage service delivery across extended operational hours and rotating shifts., • Experience in resource and shift planning, especially during peak seasonal periods., • Proficiency in using CRM platforms and service management tools (e.g., Zendesk, Salesforce, Spreadsheets etc). What We Offer You!* • Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more), • Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more, • Generous Holiday Allowance, increasing with length of service, • Company Pension Scheme, • Bonus/Commission Scheme, • Healthcare Cash Plan (with Dental), • Employee Assistance Programme for all Associates and their families, • Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards, • Much, much more! *Some benefit eligibility is based on length of service or contract type About ELEMIS ELEMIS is the most exciting and innovative British brand in the spa and skincare industry. Rapidly expanding globally, the brand is available in over 45 countries and is continually introducing new and revolutionary products to the market. A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people. Sustainability is at the heart of ELEMIS' responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars. We are committed to Elemis’ sustainability pledge when ordering testers and professional grade products and when planning and executing promotional activities, reducing waste wherever possible.
Are you looking to kick-start a new career as a Data Scientist? We are recruiting for companies who are looking to employ our Data Science Traineeship graduates to keep up with their growth. The best part is you will not need any previous experience as full training will be provided. You will also have the reassurance of a job guarantee (£25K-£45K) within 20 miles of your location upon completion. Whether you are working full time, part-time or unemployed, this package has the flexibility to be completed at a pace that suits you. The traineeship is completed in 4 easy steps, you can be placed into your first role in as little as 6-12 months: Step 1 - Full Data Science Career Training You will begin your data science journey by studying a selection of industry-recognized courses that will take you from beginner level all the way through to being qualified to work in a junior Data Scientist role. Through the interactive courses, you will gain knowledge in Python, R, Machine Learning, AI, and much more. You will also complete mini projects to gain practical experience and test your skills while you study. Step 2 - CompTIA Data+ CompTIA Data+ is an early-career data analytics certification for professionals tasked with developing and promoting data-driven business decision-making. It teaches Data Mining, Visualization, Data Governance & Data Analytics. In any industry, gaining official certifications is very important in the recruitment process. Therefore, this globally recognized certification will enhance your CV and make you stand out from the crowd. Step 3 - Official Exam The CompTIA Data+ exam will certify that you have knowledge and skills required to transform business requirements in support of data-driven decisions through mining and manipulating data, applying basic statistical methods, and analysing complex datasets while adhering to governance and quality standards. The exam is 90 minutes long and can be sat either in your local testing centre or online. Step 4 - Practical Projects Now that you have completed your theory training and official exams, you will be assigned 2 practical projects by your tutor. The projects are the most important part of the traineeship as it will showcase to employers that you have skills required to work in a data science role. The projects will use real world scenarios where you be utilising all of the skill that you have learned. Whilst you are progressing through the projects, you will have the ongoing support from your personal tutor. Once both projects have been completed and given the final sign off, you will have completed the traineeship and will be ready to move onto the recruitment stage. Your Data Science Role Once you have completed all of the mandatory training, which includes the online courses, practical projects and building your own portfolio, we will place you into a Data Scientist role, where you will be guaranteed a starting salary of £25K-£45K. We have partnered with a number of large organisations strategically located throughout the UK, providing a nationwide reach of jobs for our candidates. We guarantee you will be offered a job upon completion, or we will refund you 100% of your course fees back. We have a proven track record of placing 1000+ candidates into new roles each year. Check out our website for our latest success stories. Read through the information? Passionate about starting a career in data science? Apply now and one of our friendly advisors will be in touch.