Concierge Escalation Manger

Ruuby; Greater London; Remote; GBP 40,000 - 60,000

Job description

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Ruuby, the leading on-demand beauty services platform, is seeking an exceptional Concierge Escalation Manager to elevate our customer service excellence and drive operational efficiency during high-volume periods.

About the Role:

As Concierge Escalation Manager, you'll lead our dedicated team while personally handling complex customer and therapist interactions. This dual role requires both leadership expertise and hands-on problem-solving skills to maintain Ruuby's reputation for outstanding service across the UK and Europe.

Location: Remote role based in Manchester or London

Hours: 40 hours per week, including weekend shifts

Salary: £27,000 per annum + quarterly credit allowance

Key Responsibilities:

• Complex Issue Resolution: Be the primary touchpoint for escalated or complex customer inquiries, leveraging your expertise to navigate and resolve medium and high complaints and booking requirements.
• Booking Management and Upsell: Actively respond to customer inquiries, ensuring that our customers are receiving the highest level of care. You’ll also look at upsell opportunities to help maximise Ruuby revenue.
• Operational Oversight: Oversee team rotas, Hubspot hygiene, knowledge base management and cultivate a positive culture within the team.
• Leadership Excellence: Coach and manage a team of Concierge Specialists, ensuring Ruuby’s high standards are consistently met and exceeded.
• Performance Metrics Mastery: Manage the team’s efficiency and quality, specifically keeping an eye on Tickets per hour, response SLAs, CSAT and QA.
• Process Optimisation: Identify areas for process optimisation and efficiency improvements and support the training and rollout of these process changes.
• Customer Champion: Work with technology and product teams to be the voice of the customer, sharing feedback on product issues or improvement opportunities.

Required Experience:

• Proven track record in customer service team management
• Experience in handling various communication channels including phone, email and WhatsApp
• Experience handling escalated customer issues and complex complaint resolution
• Proficiency with Hubspot and other customer service platforms
• Background in beauty, hospitality, or luxury service industries preferred
• Experience with JIRA preferred

Who you are:

• Team Manager: Experience leading or managing a team.
• Positive Mindset: A positive attitude that rubs off on the team to help create a strong culture internally.
• Technical Proficiency: Advanced understanding of customer service and ticketing platforms, ideally Hubspot and JIRA.
• Communication: Exceptional verbal and written skills, with a unique ability to address diverse customer situations with confidence and professionalism.
• Leadership Traits: Proven capability to inspire and guide a team towards collective and individual achievements.
• Problem-Solving: Strong analytical thinking combined with the dexterity to address complex customer issues and complaints.
• Organisational Skills: A strong knack for multi-tasking, prioritising, and ensuring the smooth operation of the customer service function.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Internet Marketplace Platforms