At a Glance
- Tasks: Support daily operations and enhance customer service experiences.
- Company: Mint Velvet, a chic and responsible fashion brand.
- Benefits: Competitive salary, 25 days holiday, health insurance, and staff discounts.
- Other info: Dynamic environment with excellent growth opportunities and a focus on collaboration.
- Why this job: Join a passionate team and make a real impact on customer satisfaction.
- Qualifications: Experience in people management and a customer-first mindset.
The predicted salary is between 31500 - 38500 £ per year.
Customer Care Operations Specialist (12 mth)
Department
Customer Care
Employment Type
Full Time
Location
- High Wycombe
- Description
- 12-month maternity cover contract
Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes.
Feeling frustrated that they couldn’t find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends.
Relaxed Glamour was born.
As collaborative creatives, we take untold pride in our work, designing with heart and soul.
We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes.
We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture.
Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion.
MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.
- With Soul.
- Courage & Resilience.
- Passion & Drive.
- Entrepreneurial Spirit.
- Collaborative.
As our Customer Care Operations Specialist, you'll be at the heart of our operation, helping to ensure we deliver the exceptional service our customers know and love.
You'll support the day-to-day running of the Customer Care function, balancing priorities, solving challenges, and empowering the team to perform at their best.
Working closely with the Senior Customer Care Manager, you'll use your analytical mindset, operational expertise and people skills to drive performance, enhance processes and champion continuous improvement across the department.
The Role
- Supporting the day-to-day operation of Customer Care, making informed and agile decisions to maintain service levels and minimise risk.
- Acting as a key point of support for the team, helping to resolve complex customer queries and enabling colleagues to deliver outstanding service with confidence.
- Partnering with the Senior Customer Care Manager to achieve departmental KPIs, including service level agreements and customer satisfaction targets.
- Analysing performance data, identifying trends and opportunities, and contributing ideas that improve both the customer and team experience.
- Becoming the team's systems champion, proactively troubleshooting issues, supporting system enhancements and delivering engaging training when required.
- Leading regular 1:1s with direct reports, providing coaching, development support and meaningful quality assurance feedback.
- Building strong relationships across the wider business, collaborating with teams to deliver Customer Care objectives and support key initiatives.
- Continuously looking for ways to improve processes, challenge the status quo and help us deliver an even better customer experience.
- What You'll Have
- A customer-first mindset, with a genuine passion for delivering exceptional service.
- Previous people management or team leadership experience, with a proven ability to coach, support and develop others.
- Resilience and adaptability to thrive in a fast-paced, ever-evolving environment.
- A proactive, resourceful and solutions-oriented approach to problem solving.
- Strong analytical skills and attention to detail, with the ability to spot trends and uncover insights within data.
- Confidence using technology and systems, with the ability to quickly learn new platforms and troubleshoot issues.
- Excellent communication skills, both written and verbal, with a positive, collaborative and enthusiastic approach.
- Strong planning and organisational skills, with the ability to manage competing priorities effectively.
- A continuous improvement mindset and a desire to make a positive impact for both customers and colleagues.
- You'll Be Rewarded With
- Competitive starting salary and great career prospects in a fast paced and growing business
- 25 days holiday plus a day off on your birthday
- Company-funded private health insurance and access to Smart Health
- Life assurance
- Discretionary bonus scheme
- 50% staff discount
- Bespoke induction support and ongoing development to help you thrive in your new role
- #J-18808-Ljbffr
Customer Care Operations Specialist (12 mth) employer: Mint Velvet
MINT VELVET offers a vibrant and inclusive work culture in the heart of Liverpool, where creativity and teamwork thrive. As a part-time Personal Stylist & In-Store Experience Lead, you will enjoy flexible working hours, opportunities for personal growth within the fashion retail industry, and the chance to contribute to a stylish shopping experience that resonates with our brand values. Join us to be part of a supportive team that values your passion for fashion and commitment to exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Operations Specialist (12 mth)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mint Velvet. 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 Mint Velvet 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 Care Operations Specialist (12 mth)
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 Mint Velvet:Your cover letter is your chance to shine! Tell us why you want to work at Mint Velvet 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 Mint Velvet!
How to prepare for a job interview at Mint Velvet
✨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.
