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For Companies At a Glance
- Tasks: Lead customer interactions, resolve issues, and enhance satisfaction in a luxury brand environment.
- Company: Strathberry creates unique luxury pieces, handcrafted in Spain with exceptional quality and design.
- Benefits: Enjoy 29 days annual leave, birthday off, pension scheme, and staff product allocation.
- Why this job: Join a dynamic team in a beautiful Edinburgh office and contribute to a globally recognized brand.
- Qualifications: 3-5 years in administration/operations, strong communication skills, and problem-solving abilities required.
- Other info: Fully office-based role, collaborating with a passionate Customer Service team.
The predicted salary is between 28800 - 42000 £ per year.
Job Description
About Us:
Proudly Scottish at heart, but with a keen international outlook, Strathberry creates unique luxury pieces, handcrafted in Spain using only the very finest quality leathers and finishes. Known for its instantly recognisable bar closure and minimalist design aesthetic, Strathberry’s elegant lines and exceptional attention to detail have led to a global following.
The brand is stocked in over 33 retailers worldwide, with flagship stores in London and Edinburgh. With new investment in place to accelerate the next phase of expansion, there has never been a better time to join this dynamic business.
THE ROLE
As Customer Operations Executive at Strathberry, you will serve as the primary point of contact for customer enquiries and concerns, ensuring the highest standards of service in line with the brand's luxury positioning. This role involves managing customer relationships, resolving issues, and enhancing customer satisfaction, fostering long-term loyalty, and contributing to the overall success of the brand.
Please note: this role will be fully office-based, working alongside the rest of the Customer Service team from our beautiful Townhouse in Edinburgh city centre.
To apply please submit your CV by Sunday 6th April latest. Candidates are encouraged not to delay their submission, as applications may close earlier than 6th April if sufficient interest is received.
KEY RESPONSIBILITIES
Customer Operations:
- Take the lead in delivering personalised and exceptional customer experiences, ensuring all customer interactions reflect the company’s values and standards.
- Identify and resolve inefficiencies or bottlenecks within customer service operations. Implement solutions to streamline processes and enhance overall service delivery.
- Maintain accurate, up-to-date customer information and case records, ensuring seamless interactions and continuity of service.
- Engage with customers proactively to assess their needs, offer tailored product recommendations, and ensure high levels of satisfaction at every touchpoint.
- Collaborate with other teams across the organisation to facilitate smooth operations and resolve customer issues promptly.
- Stay informed on the latest industry trends, competitor offerings, and customer service innovations to ensure the brand remains competitive in delivering exceptional service.
- Identify opportunities for automation, self-service options, and other technological solutions to improve the customer experience, driving efficiency and satisfaction.
- Anticipate customer needs and maintain a sense of urgency in addressing concerns, ensuring all issues are handled with responsiveness and care.
Customer Relations:
- Ensure all customer enquiries, whether via phone, email, chat, or social media, are resolved quickly and effectively, maintaining a high standard of service.
- Regularly evaluate workflows and customer touchpoints, proposing actionable improvements to enhance both customer satisfaction and operational efficiency.
- Virtually cultivate an exclusive and professional atmosphere that reflects the values and ethos of our brand, ensuring a consistent and positive experience for every customer.
Reporting & Insights:
- Collaborating with the Head of Customer Relations to develop and enhance strategies aimed at improving customer retention and loyalty.
- Overseeing the use of the customer service platform, ensuring its optimal functionality and effectiveness in supporting customer service operations.
- Monitoring and improving customer feedback and satisfaction metrics, with a focus on continually improving service delivery.
- Collecting and analysing customer service data, feedback and trends, generating reports for management to support decision making.
- Utilising insights from data to refine and optimise customer service strategies, ensuring a high quality customer experience.
- Staying up-to-date with industry trends and competitor offerings, ensuring the brand remains a leader in customer service excellence.
ABOUT YOU
With a friendly persona, you should be able to demonstrate the following skills and experience:
- 3-5 years of experience in an administration/operations role.
- Exceptional interpersonal and communication skills.
- Strong problem-solving and conflict-resolution abilities.
- High attention to detail and ability to work under pressure.
- Ability to multi-task in a fast-paced environment.
Come work with us and enjoy the following benefits:
- 29 days annual leave, plus 3 additional fixed bank holidays
- Never work on your birthday! Additional day holiday on your birthday
- Employer pension scheme
- Employee Assistance Programme
- Staff allocation of Strathberry products
INTERESTED?
To apply please submit your CV by Sunday 6th April latest. Candidates are encouraged not to delay their submission, as applications may close earlier than 6th April if sufficient interest is received.
Customer Operations Executive employer: Strathberry
Contact Detail:
Strathberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Executive
✨Tip Number 1
Familiarize yourself with Strathberry's brand values and luxury positioning. Understanding the essence of the brand will help you align your customer service approach with their expectations, showcasing your commitment to delivering exceptional experiences.
✨Tip Number 2
Highlight your experience in managing customer relationships and resolving issues effectively. Be prepared to share specific examples of how you've enhanced customer satisfaction in previous roles, as this will demonstrate your capability to contribute to Strathberry's success.
✨Tip Number 3
Stay updated on the latest trends in customer service and luxury retail. Being knowledgeable about industry innovations will not only impress during discussions but also show that you're proactive about improving customer experiences.
✨Tip Number 4
Prepare to discuss how you can identify inefficiencies in customer service operations and propose actionable solutions. This will highlight your problem-solving skills and your ability to enhance operational efficiency, which is crucial for the role.
We think you need these skills to ace Customer Operations Executive
Some tips for your application 🫡
Understand the Brand: Familiarize yourself with Strathberry's values, products, and customer service philosophy. This will help you tailor your application to reflect the brand's luxury positioning and commitment to exceptional customer experiences.
Highlight Relevant Experience: Emphasize your 3-5 years of experience in administration or operations roles. Provide specific examples of how you've successfully managed customer relationships, resolved issues, and improved service delivery in previous positions.
Showcase Communication Skills: Demonstrate your exceptional interpersonal and communication skills in your cover letter. Use clear and concise language, and consider including a brief anecdote that illustrates your ability to handle customer inquiries effectively.
Tailor Your CV: Customize your CV to align with the key responsibilities outlined in the job description. Highlight your problem-solving abilities, attention to detail, and experience in fast-paced environments to make a strong impression.
How to prepare for a job interview at Strathberry
✨Showcase Your Customer Service Skills
As a Customer Operations Executive, your ability to deliver exceptional customer experiences is crucial. Prepare examples from your past roles where you successfully resolved customer issues or enhanced satisfaction. Highlight your interpersonal skills and how they align with Strathberry's luxury brand values.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific challenges you've faced in previous positions and how you approached them. Strathberry values strong problem-solving skills, so illustrate your thought process and the outcomes of your actions to show that you can handle customer inquiries effectively.
✨Familiarize Yourself with the Brand
Research Strathberry’s products, values, and market positioning. Understanding their unique selling points and customer base will allow you to tailor your responses during the interview and demonstrate your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect to encounter scenario-based questions that assess your ability to manage customer relationships and resolve conflicts. Practice articulating your approach to various situations, focusing on maintaining high service standards and fostering long-term loyalty.
