At a Glance
- Tasks: Lead a dynamic B2B Customer Service team and drive operational excellence.
- Company: Join Helen of Troy, a leader in innovative consumer products.
- Benefits: Enjoy competitive pay, health perks, flexible work, and employee discounts.
- Other info: Be part of a diverse, inclusive culture with growth opportunities.
- Why this job: Make a real impact on trusted brands like OXO and Hydro Flask.
- Qualifications: 5+ years in customer support management; strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
Join our BtoB Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.
Position: Customer Service Manager (BtoB)
Department: Customer Service/Operations
Work Location: London, England
Work Type: Permanent, Full time, Hybrid (working 3 days onsite)
What you will be doing:
The Customer Service Manager leads the SOTL (Sports, Outdoor, Travel & Lifestyle) B2B Customer Service team, providing leadership, direction, and coaching in alignment with company policies, operational standards, and departmental objectives. You will oversee the Customer Service operations for the Osprey and Hydro Flask brands within the SOTL European business, ensuring operational excellence by driving process efficiency, establishing and monitoring key performance indicators (KPIs), and delivering high-performance service standards. The role also champions continuous improvement by leading initiatives and projects that enhance processes, tools, and overall operational effectiveness.
As a key representative of the Customer Service & Operations functions, the Customer Service Manager demonstrates strong decision-making, effective stakeholder management, and clear communication across the organization. The role promotes company objectives and team values while fostering a customer-centric culture that builds long-term customer loyalty through exceptional service and strong relationships.
Key Responsibilities:
- Own Customer Service tools, processes, and Standard Operating Procedures (SOPs), continuously identifying opportunities to improve efficiency, enhance customer experience, and optimize operations through new initiatives and projects.
- Leading and developing a team of eight direct reports by inspiring, coaching, and motivating through regular one-to-one meetings, team meetings, performance reviews, and ongoing feedback. Setting clear team and individual objectives aligned with business priorities.
- Drive Customer Service team performance by ensuring excellence in order management, communication quality, and customer inquiry resolution. Establish, monitor, and analyze key performance indicators (KPIs) to achieve operational and service excellence.
- Monitor order intake and coordinate order releases to the warehouse, working closely with Logistics and Warehouse teams to ensure timely execution and achievement of monthly, quarterly, and annual business targets.
- Oversee pre-season and call-off order management, ensuring effective planning, resource allocation, and team readiness to successfully manage peak order volumes.
- Build and maintain strong cross-functional partnerships with Sales, Logistics, Warehouse, and other key stakeholders to ensure seamless communication, efficient issue resolution, and alignment on business priorities.
Skills needed to be successful in this role:
- Minimum of 5 years’ experience in people management in a Customer Support role BtoB experience preferred.
- Advanced knowledge of all software/applications used including Excel, (Oracle experience would be a plus).
- Excellent communication and interpersonal skills.
- A commercial mindset and proven dedication to support the business in meeting and exceeding targets.
Minimum Qualifications:
- Related experience or qualifications in Operations, Customer service, Business Management and logistics.
- Authorized to work in the UK on a full-time basis.
- Fully able to work 3 days a week in a London office location.
What do we offer?
- Competitive compensation package depending on experience and skills.
- Collective Health Insurance or Gym Allowance.
- Mobility allowance.
- Flexible work policy with regards to working hours and work from home.
- Increased flexi-days package after 1 year of service.
- Perkbox.
- Modern office with collaborative workspaces.
- Employee assistance counselling line.
- Employee discounts on all our EMEA products.
- Lunch and Learns.
- Company closure between Christmas and New Year’s.
- Employee Stock Purchase Plan.
- The chance to work in an international, diverse, and inclusive environment!
Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.
Customer Service Manager in London employer: Helen of Troy
Helen of Troy is an exceptional employer, offering a dynamic work environment in the heart of London where innovation and collaboration thrive. Employees benefit from a strong focus on professional development, with ample opportunities for growth within a diverse and inclusive culture that champions creativity and strategic thinking. Join us to be part of a forward-thinking team that is dedicated to driving success across Europe, the Middle East, and Africa.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Helen of Troy. 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 Helen of Troy 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 Manager in London
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 Helen of Troy:Your cover letter is your chance to shine! Tell us why you want to work at Helen of Troy 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 Helen of Troy!
How to prepare for a job interview at Helen of Troy
✨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.
