Job Advert
Job Title: Customer Service Advisor- Professional
Location: Leeds
Reports into: Customer Service Team Leader- Professional
Travel: May be required
WHO ARE WE?
Iconic British brand, ghd is a global leader in high end professional hair styling tools and the UK’s number one recommended styling brand. Loved by stylists and consumers, loved by press, and loved by the people that work for the brand!
Merging science and innovation, with luxury beauty and style; ghd pioneers new technologies and beautiful designs to create the most technically advanced hair tools in the world. Developed by leading scientists in the dedicated ghd Research and Development laboratories in Cambridge, ghd tools deliver safer heat styling for hair and have become an essential part of the daily lives of professional hair stylists and consumers globally.
A trusted and loved brand, ghd sells 2 million stylers every year and 5 iconic ghd products are sold every minute. The award-winning ghd tools are used by 200,000 stylists around the world and sold in 30+ countries and more than 45,000 premium salons.
Renowned for game changing innovation and superior performance, at ghd we are on a mission to transform lives with the power of a good hair day!
ABOUT THIS ROLE
Reporting to the Customer Service Team Leader – Professional, the Customer Service Advisor will act as a champion for delivering the best-in-class customer service experience. You will be the first point of contact for ghd’s Salon customers from supporting with general customer queries, production knowledge, returns, warranty and more.
The role operates across a variety of different channels including phone, email, chat, and social media – providing the highest level of customer service and ensuring the customer has a seamless end to end journey.
This role will directly contribute to profitable growth & the delivery of financial targets for the UK and Ireland.
The UK and Ireland is the largest and most developed markets for ghd. It is a critical territory for the sustainability of the brand at a global level. Consequently, the Customer Service Advisor plays a key part within the organisation.
The Customer Service Advisor – Professional will aspire to provide the highest standard of Customer Service is achieved and executed with excellence and leads best in class examples as a flagship market.
JOB ROLE AND RESPONSIBILITIES
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Foster a culture of creativity and excellence.
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Role model and champion the 5Cs framework: be Collaborative, Creative, Courageous, Connected, and Committed.
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Provide an outstanding service experience to all ghd customers across all contact channels.
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Act as the first point of contact for salon customers, supporting with general enquiries, product knowledge, orders, payments, returns, warranty claims, and account support.
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Proactively manage outbound activities to salons within defined geographical areas, identifying sales opportunities, generating orders, and supporting revenue growth through targeted customer engagement.
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Build and maintain strong relationships with salon customers through regular inbound and outbound contact, ensuring they feel supported, valued, and connected to the ghd brand while encouraging long-term loyalty and retention.
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Identify opportunities to upsell and cross-sell relevant products based on customer needs, business trends, and promotional activity.
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Aim to resolve all customer queries on a first contact resolution basis whilst maintaining high quality standards and expectations.
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Maintain a customer-first approach, putting the customer at the heart of all decisions and ensuring service matches the premium quality of ghd products.
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Always adhere to data protection and GDPR policies, ensuring customer data is protected and secure.
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Achieve and maintain personal KPIs, departmental service levels, and outbound sales targets.
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Communicate effectively and clearly, both written and verbal, ensuring the ghd brand voice is maintained across all communication channels.
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Accurately maintain and update customer profiles, sales activity, and customer interactions within internal systems.
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Undertake training related to the role, including but not limited to product awareness, trading standards, legal knowledge, objection handling, sales techniques, and customer engagement.
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Other duties as required by your Customer Service Team Leader or Customer Quality & Experience Manager.
REQUIREMENTS
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Experience working in a Contact Centre or retail environment.
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Excellent written communication skills, with good spelling and grammar.
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Professional telephone manner and great listening skills, with the ability to empathise, objection handle and problem solve.
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A positive outlook with a ‘right first time’ mentality towards customer, colleagues, and process.
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Computer literate, with experience in MS office and other Customer Service solutions / programs.
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Self-motivated, passionate, empathetic individual with a positive attitude, “can do” approach and entrepreneurial growth and ‘anything is possible’ mindset.
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Resilience and agile to the dynamic nature of the ever-changing market and business needs.
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Strong organisational skills, an eye for detail and ability to juggle multiple projects and ability to multitask under pressure in a fast-paced environment.
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Demonstrate ownership and accountability, can give examples of taking measured risks to achieve results.
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Enthusiastic, energetic outgoing, determined to win.
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Act with transparency and integrity.
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Create a climate of inclusion and diversity.
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Actively live and breathe the ghd brand.
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UK based with the ability to travel within UK/ROI without restrictions.
