About the client:
We are a leading luxury mobile beauty and wellness app operating in London, Manchester, and Brighton. We pride ourselves on delivering exceptional beauty services directly to the comfort of our clients & homes. Our clientele includes VIPs, celebrities and influencers who expect a premium and personalised experience. We are seeking a passionate and dedicated individual to join our team as a Client Concierge Executive, ensuring that every customer enjoys a seamless and tailored experience.

Shift Schedule:
2 Week Training:
Monday to Friday, 9:00 AM – 5:30 PM GMT
Post-Training:
3 working days per week (potential for additional hours where needed)
Shift patterns: Varying between 7:00 AM – 10:00 PM GMT (Monday through Sunday)
Workday length: 8 hours per day + 30-minute paid break
Holiday coverage: Will be required to work bank holidays (excluding Christmas Day)

Key Responsibilities:
Personalised VIP Concierge:
Deliver exceptional customer service via Zendesk (managing phone, email, live chat) and WhatsApp.
Demonstrate critical thinking and a proactive approach to resolving client queries.
Make judgment calls on whether to enforce policies when handling challenging or demanding customers and VIPs.
Booking Management:
Coordinate, match, and reschedule bookings.
Respond promptly to general enquiries, ensuring accuracy and professionalism.
Handle booking covers and cancellations with care and understanding.
Client Relations:
Build and maintain strong relationships with clients, anticipating their needs and offering a concierge-level experience.
Liaise with beauty professionals to organise bookings and accommodate marketing or PR requests for celebrity and influencer clients.
Issue Resolution:
De-escalate complaints and manage challenging situations with empathy and emotional intelligence.
Escalate formal complaints to the relevant team when necessary.
Adaptability:
Handle demanding clients and unexpected requests calmly and professionally.
Think quickly on your feet to resolve issues and accommodate high-pressure situations.
Administrative Support:
Perform ad-hoc administrative tasks, such as updating logs and managing operational details.
Product Knowledge:
Proactively learn about Secret Spa’s range of treatments to provide informed assistance to clients, balancing this with ongoing responsibilities effectively.