At a Glance
- Tasks: Build strong relationships with salons and spas, supporting their customer journey.
- Company: Leading provider of professional skincare technology and products.
- Benefits: Competitive salary, generous holidays, pension scheme, and life insurance.
- Other info: Collaborative environment with opportunities for growth and development.
- Why this job: Join a dynamic team and make a real impact in the beauty industry.
- Qualifications: Experience in customer success or account management, excellent communication skills.
The predicted salary is between 38250 - 46750 £ per year.
OA are recruiting for a Customer Service Manager to join our client’s growing team. Our client is a leading provider of professional skincare technology, treatment systems and skincare products to salons, spas and aesthetic clinics. We are looking for an enthusiastic and commercially minded Customer Service Manager to build strong, long-term relationships with professional customers. You will support clinics, salons and spa partners throughout their customer journey, from onboarding and training through to account development, product adoption and retention. You will act as a trusted partner, helping customers maximise the value of their equipment, treatment protocols, training and retail opportunities. This is a highly collaborative role, working closely with Sales, Training, Technical Support, Marketing, Operations and Quality to deliver an exceptional customer experience.
Location: Elstree, Borehamwood
Hours: Monday to Friday, 9am-5:30pm. Office based.
Salary: £50,000-£55,000
Customer Service Manager Benefits:
- 23+8 holidays (3 mandatory over Xmas period)
- Pension – 2% Employer / 3% Employee
- Life Insurance – 2 x Salary after 6 months’ service
Customer Service Manager Key Responsibilities:
- Manage a portfolio of professional salon, spa and clinic customers, building strong relationships and supporting retention and growth.
- Manage customer onboarding, including equipment implementation, training coordination and first-treatment support.
- Work with the Training team to support customer development, including advanced training and progression towards Advanced Clinic status.
- Understand customer business needs and provide practical support to increase treatment utilisation, bookings and retail sales.
- Identify at-risk accounts, retention opportunities and potential cross-selling opportunities, referring qualified leads to Sales.
- Support customer launches, campaigns, demonstrations, events and trade activity.
- Manage customer queries, complaints and service issues, working with Technical Support and Operations to ensure timely resolution.
- Maintain accurate CRM records and provide reporting on customer engagement, satisfaction, training, product adoption and account growth.
- Represent the company professionally across all customer interactions.
Customer Service Manager Skills & Experience:
- Experience in customer success, account management or a similar client-facing B2B role.
- Excellent communication, relationship-building and problem-solving skills.
- Proactive, organised and commercially aware, with the ability to manage a customer portfolio and competing priorities.
- Strong customer service focus and confidence handling customer concerns.
- Confident using CRM systems, Microsoft Office and digital communication platforms.
- Willingness to travel occasionally to customers and events.
- Experience within beauty, aesthetics, skincare, medical devices, wellness or professional services is desirable.
- Knowledge of salon, spa, clinic or aesthetic business operations is desirable.
- Experience with professional equipment, customer onboarding, training or account development is desirable.
- Experience using CRM, ERP or customer service systems is desirable.
- Beauty therapy, aesthetics, skincare or related qualifications are desirable.
- Customer-focused, professional and commercially minded.
- Proactive, dependable and confident taking ownership.
- Resilient and comfortable handling challenging conversations.
- Collaborative and confident working across teams.
- Organised, detail-oriented and strong on follow-up.
- Passionate about the beauty, skincare and aesthetic industries.
If you are interested in this position, please apply online with your CV.
Customer Service Manager employer: Osborne Appointments
As a Business Intelligence Analyst at our St Ives location, you will join a dynamic Finance team that values innovation and collaboration. We offer a supportive work culture that encourages professional growth through continuous learning and development opportunities, alongside competitive salaries and benefits. Our commitment to data-driven decision-making ensures that your insights will have a meaningful impact on the organisation's success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Osborne Appointments. 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 Osborne Appointments 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
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 Osborne Appointments:Your cover letter is your chance to shine! Tell us why you want to work at Osborne Appointments 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 Osborne Appointments!
How to prepare for a job interview at Osborne Appointments
✨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.
