Customer Experience Advisor

Location: Office based LS14 1FB

Hours: 37.5 per week Monday – Friday (hours between 8am - 7pm)

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.

We are looking for a customer-obsessed, results-driven individual with a high degree of social media understanding and dexterity to join a team of people dedicated to connecting with customers, nationwide. This is a pro-active consultative sales and education role that will require a passion for the hair and beauty industry and a desire to work in a high energy and dynamic department, supporting multiple sales channels.

The role also interfaces with numerous other areas of the business including marketing, finance, education & operations. The successful candidate will therefore have excellent communication skills and the ability to optimise internal processes to drive collaboration and efficiency.

Key duties include:

• Providing a high level of Customer Care and support for our customers
• Maintaining the smooth running of the Customer Care department through effective teamwork
• Actioning customers enquiries via email, live chat and over the phone in a timely manner
• Processing customer orders & education bookings
• To deal with postal enquiries and respond appropriately
• Dealing with enquiries and complaints in a caring and positive manner
• Informing customers of any promotions and new products launches
• Carrying out Returns and Refund requests in accordance to company guidelines
• Covering in our Sweet Shop/reception when required
• Reporting, advise and liaise with other departments of any changes or incidents which may affect the smooth running of the company
• Assist customers with Academy2 system (online education platform)
• Supporting outbound activities to target new business leads working in conjunction with field-based teams
• Being the eyes and ears of the industry’s digital world, social listening and identifying trends and opportunities for us to support hair and beauty professionals
• Proactively generate and drive sales through sourcing and processing inbound leads, building relationships and maintaining good pipeline management
• Maintain up-to-date and accurate account notes and communications.
• Sales related admin (order processing and customer experience admin)
• To assist in other areas of your department, outside your normal role but within the overall scope of your position (eg. exhibitions, education events, customer visits)

What we will give you:

• 25 days holiday + 8 bank holidays (increasing to 33 days plus BH with length of service)
• Private Healthcare & cash back scheme, including perks and discounts
• 24/7 Employee Assistance Programme
• 24/7 access to private GP appointments
• Personal Accident Insurance
• Company Sick pay scheme
• Square day - An additional paid day off on your start date anniversary
• 5% employer pension contribution
• An allowance per month for free hair and beauty products
• Staff discount on products
• Training and development including access to our education courses
• Cycle to work scheme

Person Specification

• Knowledge of Hair and beauty industry
• Excellent communication skills. Ability to work within a team and on own initiative
• Passionate about delivering customer service beyond customer expectations
• Diligent about information
• Interest in hair and beauty industry
• Approachable, able to work effectively under pressure, flexible, adaptable, self-motivated driven to achieve personal and team goals and objectives. Tenacious attitude.
• Extensive knowledge of company systems
• Accountability for your own actions
• Commercial awareness
• Strong team player

Skills and attributes:

• GCSE English and Maths
• Background / qualification in beauty or hair
• Be flexible and adaptable to change
• Positive, can-do attitude