Current Vacancies

Reporting to the Customer Services Manager, in this role you will support driving sales through bespoke service and sales opportunities within the Customer Service department. You will support the larger team in handling all customer and membership enquiries and help to resolve all matters with ease and speed, ensuring that the company manifesto is kept at the heart of all you do.
Hours: Monday to Friday 9 – 5

Key Accountabilities & Responsibilities(include but are not limited to):


- Support and advise our customers when using our web, retail platforms and online content.
- Promote our membership and services to our customers along with updating and maintaining membership records.
- Work with the Customer Services Manager to maintain and develop existing relationships with key customers across all channels (Ecommerce, membership and stores) including - orders, processing and account administration.
- Contact customers via phone and email to support retail orders and membership queries including - outbound sales calls to prospective members, membership cancelations, renewals and payments.
- Build rapport with customers to drive retention, acquisition and sales. Actively cross sell by promoting our membership and services to our retail customers along with our loyalty schemes.
- Receive and collate member feedback to help improve services.
- Work with the Marketing/CRM teams to assess customer retention along with opportunities to engage with customers and build on sales.
- Develop a close working relationship with Store Managers to understand sales opportunities in their geographical catchment areas.
- Feedback to relevant Head Office departments on key learnings by providing insight and recommendations for our products and services.
- Work with a variety of technical solutions and platforms such as Fresh Desk, CMS, Google Sheets in addressing all issues.

Desired Knowledge Skills & Experience

- Minimum 1 year Customer Service experience.
- Intermediate-Advanced knowledge of MS applications, competent using database related systems.
- Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
- A good understanding of customer service expectations.
- Ability to engage and work well with a range of teams.
- Effective forward planning and time management.
- Great communication and negotiation skills.
- Passionate about our products and brand.
- Professional, focused and credible.
- Flexible, reliable and tolerant.
- Self-driven and results orientated.
- Energy, enthusiasm and passion

The Senior Customer Services Manager will own the process, systems and insight that make great service sustainable and scalable. Responsible for the end-to-end customer experience across our omnichannel operation (retail stores, online, membership and loyalty) the Senior Customer Services Manager will have an operational focus coupled with the ability to own escalations and step in on tickets when workload demands.

Key Accountabilities & Responsibilities(include but are not limited to):


- Champion a customer-first culture across the team
- Work with the team to create moments that go beyond expectation: making customers feel seen and valued
- Act as the internal voice of the customer - bringing the perspective of our customers and members into commercial, product and operational decisions
- Work closely with retail, digital, and membership teams to ensure the customer experience is joined up end-to-end
- With support of the Customer Services Manager, manage and triage the team's ticket queue, stepping in to handle tickets directly when workload requires
- Manage our presence and reputation across all customer-facing review platforms including Google Reviews, Trustpilot, eKomi, and any other relevant channels
- Ensure all public responses are timely, professional, and genuinely helpful - reflecting the tone and values of Cass Art
- Own all escalations - complaints, sensitive member issues, and complex queries - ensuring timely, empathetic resolution
- Set clear objectives, conduct regular 1-2-1s and appraisals, and support the growth of all team members
- Assist with onboarding, training, and skills development for new and existing team members
- Foster a positive, high-performing team culture with a shared commitment to excellent customer outcomes
- Design and implement scalable processes, workflows and procedures
- Evaluate AI-assisted tools and automation opportunities to reduce manual workload and free the team to focus on the interactions that matter
- Ensure the team are briefed on campaigns, promotions, and service changes that impact customer enquiries
- Define, monitor and report on KPIs, such as - response times, resolution rates and review platform ratings

Desired Knowledge Skills & Experience


- Proven experience in a customer service leadership role working in B2C, high volume, retail and/or membership environments
- Experienced managing reputation across customer-facing review platforms (Google, Trustpilot, or similar)
- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar)
- Able to review current processes and redesign it for better outcomes where necessary
- Strong analytical and problem solving skills, with ability to spot trends in data and feedback
- Excellent communicator with the team as well as with stakeholders within the business
- Is proactive and uses initiative
- A Positive 'can-do' attitude.
- Flexible, able to work in a fast-paced changing environment.