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- Tasks: Lead customer experience across multiple channels and ensure top-notch service.
- Company: Join one of the UK's fastest-growing jewellery brands, Milly Grace.
- Benefits: Competitive salary, performance incentives, 25 days holiday, and a collaborative team environment.
- Why this job: Make a real impact on customer experience and help shape a growing brand.
- Qualifications: Experience in customer service and familiarity with Shopify and Gorgias.
- Other info: Hybrid role based in Leeds with opportunities for personal growth.
The predicted salary is between 30000 - 35000 £ per year.
Milly Grace is one of the UK’s fastest-growing jewellery brands, loved for our distinctive, high-quality waterproof pieces designed for women who never want to take their jewellery off, because jewellery should be as ready for real life as the women who wear it. As we enter our most ambitious growth phase yet, our priority remains exactly where it started: our community. We believe that every customer deserves an experience as high-quality as the jewellery they wear. We are looking for a Customer Experience Lead who is obsessed with delivering that standard and who wants to be the ultimate advocate for our customers as we grow.
This is a pivotal hire for Milly Grace. You will be the first person dedicated entirely to our customer journey. You will own the inbox and the systems behind it. This is a truly 'hands-on' role, you’ll be the one personally delivering a gold-standard response to our community every day, while simultaneously building the workflows to make that experience more efficient as we grow. We are looking for a resilient, highly organised specialist who wants to make a visible, meaningful difference to the experience of our customers. You won’t just be answering tickets; you will be architecting the systems, standards, and fulfilment coordination that ensure our community remains at the heart of everything we do.
What You Will Own
- The Gold Standard of Care
- Total Channel Ownership: Own our voice across Email, Live Chat, Instagram, and TikTok. You will ensure every interaction feels human, empathetic, and perfectly brand-aligned.
- KPI Excellence: You will take full responsibility for the health of our customer service. This means hitting and exceeding targets for CSAT (Customer Satisfaction), First Response Time (FRT), and Resolution Rate.
- Resilient Problem Solving: You will stay calm and effective during high-volume launch periods, taking full ownership of complex queries and turning challenges into brand advocate moments.
What We Offer
- £30,000 - £35,000 base salary + performance incentives
- The opportunity to architect and lead the customer journey for a growing brand
- A high-autonomy environment where your systems and ideas lead the way.
- Directly collaborate with the brand's leadership and see first-hand what it takes to build a brand from the inside.
- 25 days holiday plus bank holidays.
- We work in our Leeds studio as a team 2+ days a week (typically Mondays and Thursdays). Note: This is a hybrid role based in Leeds. We are seeking a dedicated team member, not remote workers, freelancers, or agencies.
Why Now?
The right person will make a visible, lasting mark on our community and customer experience from day one. If you want to look back in two years and say, ‘I built the standards that made Milly Grace the best customer experience in the industry,’ this is the role for you.
How to Apply
Please send the following to talent@millygrace.co.uk with the subject line: Customer Experience Lead [Your Name]
- Your CV: Highlighting your experience with Shopify, Gorgias, and Customer Experience.
- A Brief Video/Loom (2–5 mins): Please introduce yourself and let us know why you are the right person to lead the Milly Grace customer journey. Please note: Applications without a Video/Loom will not be considered.
We can’t wait to meet you!
Customer Service Lead employer: Milly Grace
Contact Detail:
Milly Grace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Get to know Milly Grace inside out! Familiarise yourself with their products and values. When you understand the brand, you can tailor your approach to resonate with their community and show them you're the perfect fit.
✨Tip Number 2
Don’t just send a CV; make it pop! Use your video introduction to showcase your personality and passion for customer service. This is your chance to connect on a human level, so let your enthusiasm shine through!
✨Tip Number 3
Prepare for the interview by thinking about real-life scenarios where you've delivered exceptional customer service. Be ready to share specific examples that highlight your problem-solving skills and resilience under pressure.
✨Tip Number 4
Apply through our website! It shows you're serious about joining the team. Plus, it gives you a chance to engage with the application process directly, making it easier for us to see your commitment and enthusiasm.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about creating amazing experiences for our community. Share a bit about why you love helping customers and how you can bring that passion to Milly Grace.
Tailor Your CV: Make sure your CV is tailored to the role! Highlight your experience with Shopify, Gorgias, and any relevant customer service roles. We’re looking for specific examples of how you've made a difference in previous positions, so don’t hold back on those achievements!
Nail the Video Introduction: Your video introduction is your chance to stand out! Keep it engaging and concise, and make sure to explain why you’re the perfect fit for leading our customer journey. Remember, we want to see your personality, so be yourself and let your passion for the role come through!
Follow Application Instructions: Pay close attention to the application instructions! Make sure to send your CV and video to the right email address with the correct subject line. We appreciate candidates who follow directions, as it shows attention to detail – a key trait for this role!
How to prepare for a job interview at Milly Grace
✨Know the Brand Inside Out
Before your interview, dive deep into Milly Grace's brand values and products. Understand their unique selling points, especially how they cater to women who want jewellery that fits into their real lives. This knowledge will help you connect with the interviewers and show your genuine interest in the role.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you went above and beyond for customers. Highlight situations where you turned a challenging interaction into a positive experience. This will demonstrate your ability to embody the 'gold standard of care' that Milly Grace is looking for.
✨Be Ready to Discuss Systems and Efficiency
Since this role involves architecting customer service systems, come prepared with ideas on how to improve workflows. Think about tools like Shopify and Gorgias, and be ready to discuss how you can leverage them to enhance the customer journey. Showing initiative here will set you apart.
✨Craft Your Video Introduction Thoughtfully
The video introduction is your chance to shine! Keep it concise but impactful. Share your passion for customer service and why you resonate with Milly Grace’s mission. Make sure to convey your personality—this is a hands-on role, and they want to see the real you!