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Customer Service Manager (CSM) at Harper
London, United Kingdom
Job Descrption
Reports to: Director of Operations
About Harper
Harper’s mission is to keep personal service at the heart of the shopping experience in the digital world. Cited as ‘the future of shopping’ by The Telegraph, Harper partners with luxury and premium fashion brands to deliver a suite of elevated Try Before You Buy services to their customers. Clients include Victoria Beckham, Jigsaw, ME+EM, LK Bennett, RIXO, Self Portrait and many more.
The Role
Customer experience is at the heart of everything we do at Harper. We are proud to have one of the highest rated pages on Trustpilot and our service has a market-leading Net Promoter Score of 88. This is in part due to our innovative service but also to our commitment to resolving customer issues proactively, professionally and personally.
We are looking for a committed and passionate Customer Service Manager to help manage and run our customer service operation and maintain our high levels of customer experience as... we scale. This role will be hands-on, working with our customers and brand partners, whilst also looking for opportunities to improve our processes and implement systems and technology to streamline our operations.
Responsibilities
• Deliver exceptional customer service across various channels, ensuring swift and positive resolutions to inquiries and complaints.
• Oversee customer and departmental processes, including order management, returns, and delivery tracking.
• Develop and refine customer service policies, procedures, and standards to enhance the customer experience.
• Monitor and analyze service metrics and KPIs to identify trends and areas for improvement, reporting regularly.
• Mitigate fraud risks and ensure accurate payment processing for services.
• Foster collaboration across Harper departments, streamlining processes and improving efficiency.
• Build and maintain strong relationships with brand partners, providing effective support and advice.
• Liaise daily with the warehouse team and third-party delivery partners to address and resolve customer queries.
• Stay informed on Harper’s products and those of brand partners to ensure accurate and consistent support.
• Drive customer retention and loyalty through initiatives that enhance the overall shopping experience.
Requirements;
• Strong experience in customer service roles with some management experience.
• Experience working in the fashion industry or with high value customers.
• Solid understanding of customer service principles and best practices.
• Excellent written and verbal communication skills with the ability to interact effectively at all levels.
• Ability to multitask, prioritize, and manage time efficiently.
• Proficiency in CRM software and relevant tools.
• Strong time management and adaptability to changing priorities.
• Knowledge of payment processing services would be advantageous.
Why Join Harper?
Harper is in an exhilarating phase of growth, and this is the perfect moment to join us and help shape the future of our company. Our service is beloved by both customers and partners, and we're supported by an impressive network of investors. With a brilliant team and a vibrant culture, we’re creating something special. Joining us now means you’ll be among the early team members with the unique opportunity to take on real responsibility, exercise autonomy, and make a lasting impact.
Job Types: Full-time, Permanent
Benefits:
• Health & wellbeing programme
Schedule:
• Monday to Friday
Experience:
• Customer Service: 3 years (preferred)
Work Location: In person
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