At a Glance
- Tasks: Lead and inspire the Customer Service team to deliver exceptional service and drive continuous improvement.
- Company: Join Clarins, a trusted family-owned leader in skincare and make-up with a global presence.
- Benefits: Enjoy flexible working, generous leave, staff discounts, and development opportunities.
- Other info: Be part of a B-Corp certified company committed to caring for people and the planet.
- Why this job: Make a real impact in a dynamic environment while championing customer satisfaction and innovation.
- Qualifications: 5+ years in customer service management, ideally in beauty or retail, with strong leadership skills.
The predicted salary is between 49500 - 60500 £ per year.
Harlow, Hybrid - 37.5hrs
Ready to bring passion into your career? Clarins Group is a trusted French family-owned company, a leader in skincare and make-up, operating in more than 150 countries. We are looking for a Head of Customer Services (Maternity Cover) based in our Harlow Head Office.
The role: Based at the National Distribution site the main function of this role is to manage the Clarins Customer Service provision. The department services Clarins Consumers and Trade Customers plus the Clarins in store team, salesforce, event team and other internal departments with an aim to offer exceptional service whilst monitoring costs and our impact on the environment.
What you’ll do:
- Lead, develop and motivate the Clarins UK Customer Service team to consistently deliver Clarins 5 Star service, ensuring training, wellbeing and performance development.
- Define, implement and monitor departmental Service Levels and KPIs, using NPS and performance data to drive continuous improvement and report results to stakeholders.
- Review high level Consumer / Customer complaints whilst referring and consulting on sensitive issues with senior leadership team.
- Manage team resources and budgets in line with the business plan to ensure efficient, cost-effective operations.
- Oversee contact management (call volumes, service desk) and implement corrective actions to optimise service delivery and customer experience.
- Own departmental GDPR compliance and safety responsibilities, ensuring breaches are reported and policies followed in accordance with legislation.
- Represent UK Customer Service on projects and work closely with senior leaders, warehouse, courier and credit control teams to resolve operational issues.
- Monitor cosmetovigilance performance and collaborate with the Cosmetovigilance Manager to ensure timely investigation and regulatory compliance.
You are:
- A professional and discreet leader with strong interpersonal and influencing skills who builds trusted business relationships.
- Exceptionally organized with excellent attention to detail and the ability to manage competing priorities.
- An effective communicator, confident in presenting to stakeholders and producing clear written reports.
- Experienced in change management, able to guide teams through transformation and embed new ways of working.
- Familiar with industry best practice and modern IT/AI customer service solutions, and comfortable championing technology-led improvements.
You have:
- A degree (or equivalent) in Operations, Business Management or a related field.
- 5+ years’ customer service management experience, ideally within premium beauty or retail.
- A proven track record of leading and developing high-performing Customer Service teams.
- Practical knowledge of GDPR and the ability to apply data protection principles in customer operations.
- The ability to interpret and analyse complex data to solve problems and drive evidence-based decisions.
We have:
- A flexible work environment, with up to 2 days of remote working per week.
- 25 days annual leave, increasing by 1 day every year with a maximum of 30 plus Birthday off.
- Development and training opportunities.
- Generous Staff discount.
- Employee Assistance Programme.
- We Care Day – Volunteering.
If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.
About Clarins Group: A B-Corp certified global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose 'making life more beautiful, passing on a more beautiful planet,' is a core commitment outlined in our by-laws. Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas. In line with our dual CSR mission of ‘Caring for people, caring for the planet’ we take pride in offering a rewarding yet challenging work environment where everyone can thrive.
This culture allowed us to achieve the certification of Forbes' World’s Best Employers 2024, Forbes' World’s Best Employers 2024 for Women. To learn more about our group and our commitments to people, visit www.groupeclarins.com.
Equal opportunity employer: We believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work. We welcome applications from all backgrounds and are a member of the ILO (International Labor Organization) and the Employers Network for Equity and Inclusion (ENEI).
Head of Customer Services (Maternity Cover) employer: Groupe Clarins
Groupe Clarins is an exceptional employer that champions creativity and innovation in the beauty industry, offering a flexible remote work environment that promotes work-life balance. With generous annual leave and a strong focus on employee development, team members are encouraged to grow their skills and advance their careers while contributing to impactful product launches. Join us to be part of a collaborative culture that values your input and fosters a passion for skincare.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Services (Maternity Cover)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Groupe Clarins. 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 Groupe Clarins 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 Head of Customer Services (Maternity Cover)
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 Groupe Clarins:Your cover letter is your chance to shine! Tell us why you want to work at Groupe Clarins 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 Groupe Clarins!
How to prepare for a job interview at Groupe Clarins
✨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.
