Customer Service Manager

About Dermalux

Dermalux is an award\-winning British medical device manufacturer and a global leader in LED Phototherapy. Established in 2012, our clinically proven technology is trusted by medical, aesthetic and beauty professionals worldwide.

As part of an exciting phase of growth, including the recent launch of our direct\-to\-consumer business at dermalux.com, we have a new opportunity for an experienced Customer Service Manager to join our team at our Head Office in Warrington.

The Role

This is a newly created role with responsibility for delivering an exceptional customer experience across our growing consumer business, while also supporting our established professional Customer Experience team.

We are looking for someone who is passionate about customer service, highly organised and solutions\-focused, with the confidence to take ownership of customer enquiries and continually improve the way we support our customers.

You will be a key voice of Dermalux for our customers, so we are looking for someone who combines warmth and empathy with professionalism, attention to detail and a genuine desire to resolve problems well.

Key Responsibilities

• Manage the day\-to\-day customer service experience for dermalux.com, including product enquiries, orders, deliveries, returns, warranties and after\-sales support.


• Ensure consistently high standards of customer service across email, telephone and digital support channels.


• Manage customer enquiries, complaints and escalations professionally and efficiently.


• Manage and continually improve customer service systems and processes to ensure an efficient and consistent customer experience.


• Monitor customer reviews and feedback, working with Marketing where appropriate.


• Identify recurring customer questions, issues and feedback and share insights across the business to support continuous improvement.


• Work closely with Warehouse \& Logistics to resolve order, delivery and returns queries.


• Work with Quality/Regulatory where customer or product issues require escalation.


• Support the professional Customer Experience team where required.


• Work collaboratively across the wider Dermalux team to continually improve the overall customer experience.

• Proven experience in customer service or customer experience, ideally within a consumer or e\-commerce business.


• Excellent written and verbal communication skills.


• Confident handling customer enquiries, complaints and resolving problems.


• Warm, professional and solutions\-focused approach.


• Highly organised with excellent attention to detail.


• Comfortable using customer service systems and digital platforms.


• Able to work independently and collaboratively as part of a wider team.


• Experience within beauty, aesthetics, medical devices, healthcare or another regulated sector would be advantageous.

This is an exciting opportunity to join Dermalux at an important stage of growth and play a key role in shaping the customer experience as our consumer business develops.

Job Type: Full\-time, Permanent

Location: Warrington, Cheshire

Salary: Competitive, dependent on experience

Benefits:

• On\-site parking

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