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Job Title: Customer Service Manager (SOC: 4143) Location: 7 A Henriques Street, London, England, E1 1NB (On-site) Reports To: Operations Manager About Us: East Dragon LD Ltd is a premier online retailer specializing in luxury superbrands, high-end fashion, and luxury watches. Based in London, we pride ourselves on delivering exceptional quality and style to our B2C clients. While rooted in the UK, we are rapidly expanding our operations into global markets to bring our curated collections to a worldwide audience. Our mission is to provide an unmatched shopping experience and maintain our reputation for excellence in the luxury retail sector. Job Summary: The Customer Service Manager will oversee all aspects of the customer service department, ensuring that B2C clients across the globe receive timely and effective assistance. You will lead and develop a team of representatives, resolve escalated issues, and contribute to shaping the overall customer service strategy. This includes gathering customer feedback to make data-driven decisions and building a loyal customer base through exceptional service. Key Responsibilities: Customer Service Leadership and Strategy - Gather and analyse customer feedback to derive actionable insights and improve service operations. - Develop and implement a data-driven customer service strategy for online operations. - Launch initiatives that build customer loyalty, ensuring repeat business and long-term satisfaction. - Ensure prompt and effective resolution of customer inquiries, complaints, and escalations. - Foster a customer-centric culture within the team. Team Management - Recruit, train, and mentor a multilingual customer service team with expertise in luxury markets. - Set clear objectives and provide regular performance feedback to ensure a high-performing team. - Manage staffing schedules to ensure adequate support during peak business hours and across time zones. - Conduct training sessions to enhance customer service skills and knowledge. - Motivate and empower the team to exceed customer satisfaction targets. Customer Experience - Oversee customer inquiries across multiple channels, including email, chat, phone, and social media, with a focus on luxury clientele. - Collaborate with teams such as Marketing, Sales, and Logistics to elevate the overall customer experience. - Address and resolve escalated customer complaints promptly, ensuring professional and personalized resolutions. - Monitor and leverage customer feedback to identify areas for improvement in products, services, and processes. Process Improvement - Develop, document, and continuously refine customer service policies and procedures. - Work closely with departments such as logistics and marketing to resolve customer issues efficiently. - Leverage CRM tools and technology to streamline workflows and enhance service delivery. - Stay updated on industry trends and best practices to drive innovation in customer service. Reporting & Analytics - Track and report on key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores. - Analyse customer service metrics to identify trends and recommend strategies for improvement. - Prepare detailed reports for senior management, highlighting successes, challenges, and growth opportunities. Problem-Solving - Handle complex or sensitive customer issues, turning challenges into opportunities for exceptional service. - Proactively anticipate potential issues and implement preventative measures to enhance customer satisfaction. Qualifications: Required: At least 2 years of proven experience in a customer service or customer success role, ideally in a B2C environment. Previous experience in the fashion industry, particularly in luxury brands or watches, with a strong understanding of the online fashion business model. Outstanding communication, interpersonal, and conflict-resolution skills. Strong organizational and multitasking abilities in a fast-paced environment. Preferred: Experience using CRM tools. Experience in managing customer service teams in an in-office setting. Proficiency in data analysis and tools like Excel or Google Sheets. Key Attributes: A customer-centric approach and a genuine passion for helping people. Ability to lead, motivate, and inspire a team to excel. Calm under pressure, with a proactive and solution-oriented mindset. What We Offer: Competitive salary and performance-based bonuses. Opportunities for career growth and professional development. A supportive and collaborative work environment. Employee discounts on all East Dragon LD Ltd products. 28 holiday pay per year.

As the registered manager you will be responsible for: Responsibility for and overseeing the day-to-day management, staffing, organisation, and the smooth running of the Supported living care home, as well as the general well-being of the residents and staff Deal with challenging clients, behaviour management. Recruiting, training, and managing a team of home care professionals Providing leadership, direction, and supervision to all staff Assessing the social and health needs of residents. Monitor the planning and ongoing evaluation of care Continually assess and supervise the work of staff to ensure consistently high standards and efficient running of the care home Ensuring all required CQC standards are adhered to and undertaking all staff supervisions and appraisals in accordance with the requirement of the CQC To comply with regulations and procedures regarding Health & Safety, fire precautions, and personnel management and keep records as required To comply with regulations as laid down instatute and by the local registering authority To ensure the occupancy level and budgets are met Overall responsibility for a balanced and efficient staff duty rota Offering out of office 24/7 ‘on call’ and 'on site' support Creating and upholding an open, honest, and playful work culture Continually looking to improve how we administer and deliver care Rewards and Benefits Our staff are at the heart of what we do, which is why in return for your dedication you will receive a competitive salary, as well as several benefits, including but not limited to: Performance Related Bonus Scheme 33 days leave (including Bank Holidays) per year The ideal candidate will have: At least two years continuous experience as a CQC Registered Manager of Care Homes with a proven track record Knowledge of Care Quality Commission (CQC) Guidelines. Knowledge of IT systems Clear DBS Check Level 5 in Health and Adult Social Care

Key Responsibilities: Identify and target new business opportunities within the healthcare sector, including care homes, hospitals, and other healthcare providers. Present and promote our range of recruitment services to healthcare clients, highlighting the benefits of working with us. Negotiate and close deals, ensuring sales targets and KPIs are consistently achieved. Work closely with the recruitment team to ensure clients' expectations are met and their staffing requirements are fulfilled on time. Provide excellent customer service, offering support and follow-up to ensure client satisfaction. Attend networking events to expand the business's presence in the healthcare sector.