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  Monday to Friday, 9:00 AM – 5:30 PM GMT

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

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  Deliver exceptional customer service via Zendesk (managing phone, email, live chat) and WhatsApp.
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  Demonstrate critical thinking and a proactive approach to resolving client queries.
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  Make judgment calls on whether to enforce policies when handling challenging or demanding customers and VIPs.

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  Coordinate, match, and reschedule bookings.
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  Respond promptly to general enquiries, ensuring accuracy and professionalism.
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  Handle booking covers and cancellations with care and understanding.

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  Build and maintain strong relationships with clients, anticipating their needs and offering a concierge-level experience.
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  Liaise with beauty professionals to organise bookings and accommodate marketing or PR requests for celebrity and influencer clients.

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  De-escalate complaints and manage challenging situations with empathy and emotional intelligence.
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  Escalate formal complaints to the relevant team when necessary.

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  Handle demanding clients and unexpected requests calmly and professionally.
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  Think quickly on your feet to resolve issues and accommodate high-pressure situations.

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  Perform ad-hoc administrative tasks, such as updating logs and managing operational details.

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  Proactively learn about Secret Spa’s range of treatments to provide informed assistance to clients, balancing this with ongoing responsibilities effectively.

Requirements

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  Previous experience in client concierge, customer success, customer support, and personal assistance, client hospitality or event coordination.
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  Preferably experienced at a supervisory level.
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  Communication & Emotional Intelligence:

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  Exceptional English skills, both verbal and written.
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  Friendly, clear, and engaging communication style.
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  Strong interpersonal skills with the ability to empathise with clients and de-escalate tense situations.

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  Problem-Solving & Critical Thinking:

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  Solution-oriented mindset with the ability to think outside the box and prioritise effectively.
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  Analytical skills to assess and adapt to unique client needs, especially in high-stakes situations.

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  Tech-Savvy:

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  Proficiency in tools such as Zendesk, Excel, and Notion.

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  Work Ethic:

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  Team player with excellent time management and multitasking skills.
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  Flexibility to work evenings and weekends as needed.

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  Reliability:

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  Attention to detail while maintaining speed and efficiency

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  Passion:

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  Interest in beauty and wellness is a plus, but not mandatory.

Benefits

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