At a Glance
- Tasks: Deliver top-notch customer service to salon clients via phone, email, and social media.
- Company: Join ghd, a leading British brand in professional hair styling tools.
- Benefits: Enjoy competitive pay, a vibrant work culture, and opportunities for growth.
- Other info: Dynamic role with a focus on creativity, collaboration, and customer satisfaction.
- Why this job: Be part of a team that transforms lives with the power of a good hair day!
- Qualifications: Experience in customer service and excellent communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Job Title
Customer Service Advisor- Professional
Location
Leeds
Reports into
Customer Service Team Leader- Professional
Travel
May be required
WHO ARE WE?
Iconic British brand, ghd is a global leader in high end professional hair styling tools and the UK’s number one recommended styling brand.
Loved by stylists and consumers, loved by press, and loved by the people that work for the brand!
Merging science and innovation, with luxury beauty and style; ghd pioneers new technologies and beautiful designs to create the most technically advanced hair tools in the world.
Developed by leading scientists in the dedicated ghd Research and Development laboratories in Cambridge, ghd tools deliver safer heat styling for hair and have become an essential part of the daily lives of professional hair stylists and consumers globally.
A trusted and loved brand, ghd sells 2 million stylers every year and 5 iconic ghd products are sold every minute.
The award-winning ghd tools are used by 200,000 stylists around the world and sold in 30+ countries and more than 45,000 premium salons.
Renowned for game changing innovation and superior performance, at ghd we are on a mission to transform lives with the power of a good hair day!
ABOUT THIS ROLE
Reporting to the Customer Service Team Leader – Professional, the Customer Service Advisor will act as a champion for delivering the best-in-class customer service experience.
You will be the first point of contact for ghd’s Salon customers from supporting with general customer queries, production knowledge, returns, warranty and more.
The role operates across a variety of different channels including phone, email, chat, and social media – providing the highest level of customer service and ensuring the customer has a seamless end to end journey.
This role will directly contribute to profitable growth & the delivery of financial targets for the UK and Ireland.
The UK and Ireland is the largest and most developed markets for ghd.
It is a critical territory for the sustainability of the brand at a global level.
Consequently, the Customer Service Advisor plays a key part within the organisation.
The Customer Service Advisor – Professional will aspire to provide the highest standard of Customer Service is achieved and executed with excellence and leads best in class examples as a flagship market.
- JOB ROLE AND RESPONSIBILITIES
- Foster a culture of creativity and excellence.
- Role model and champion the 5Cs framework: be Collaborative, Creative, Courageous, Connected, and Committed.
- Provide an outstanding service experience to all ghd customers across all contact channels.
- Act as the first point of contact for salon customers, supporting with general enquiries, product knowledge, orders, payments, returns, warranty claims, and account support.
- Proactively manage outbound activities to salons within defined geographical areas, identifying sales opportunities, generating orders, and supporting revenue growth through targeted customer engagement.
- Build and maintain strong relationships with salon customers through regular inbound and outbound contact, ensuring they feel supported, valued, and connected to the ghd brand while encouraging long-term loyalty and retention.
- Identify opportunities to upsell and cross-sell relevant products based on customer needs, business trends, and promotional activity.
- Aim to resolve all customer queries on a first contact resolution basis whilst maintaining high quality standards and expectations.
- Maintain a customer-first approach, putting the customer at the heart of all decisions and ensuring service matches the premium quality of ghd products.
- Always adhere to data protection and GDPR policies, ensuring customer data is protected and secure.
- Achieve and maintain personal KPIs, departmental service levels, and outbound sales targets.
- Communicate effectively and clearly, both written and verbal, ensuring the ghd brand voice is maintained across all communication channels.
- Accurately maintain and update customer profiles, sales activity, and customer interactions within internal systems.
- Undertake training related to the role, including but not limited to product awareness, trading standards, legal knowledge, objection handling, sales techniques, and customer engagement.
- Other duties as required by your Customer Service Team Leader or Customer Quality & Experience Manager.
REQUIREMENTS
- Experience working in a Contact Centre or retail environment.
- Excellent written communication skills, with good spelling and grammar.
- Professional telephone manner and great listening skills, with the ability to empathise, objection handle and problem solve.
- A positive outlook with a ‘right first time’ mentality towards customer, colleagues, and process.
- Computer literate, with experience in MS office and other Customer Service solutions / programs.
- Self-motivated, passionate, empathetic individual with a positive attitude, “can do” approach and entrepreneurial growth and ‘anything is possible’ mindset.
- Resilience and agile to the dynamic nature of the ever-changing market and business needs.
- Strong organisational skills, an eye for detail and ability to juggle multiple projects and ability to multitask under pressure in a fast-paced environment.
- Demonstrate ownership and accountability, can give examples of taking measured risks to achieve results.
- Enthusiastic, energetic outgoing, determined to win.
- Act with transparency and integrity.
- Create a climate of inclusion and diversity.
- Actively live and breathe the ghd brand.
- UK based with the ability to travel within UK/ROI without restrictions.
Customer Service Advisor - Professional in Leeds employer: good hair day
At ghd, we pride ourselves on being an iconic British brand that not only leads the market in high-end professional hair styling tools but also fosters a vibrant and inclusive work culture. As a Customer Service Advisor in Leeds, you'll enjoy a supportive environment that champions creativity and excellence, with ample opportunities for personal and professional growth. Our commitment to employee development, coupled with the chance to engage with passionate salon customers, makes ghd an exceptional place to build a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Professional in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at good hair day. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like good hair day before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor - Professional in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to good hair day:Your cover letter is your chance to shine! Tell us why you want to work at good hair day specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at good hair day!
How to prepare for a job interview at good hair day
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
