Customer Care Associate

Townhouse was created with a single goal: to disrupt and reinvent the global nail salon industry. We are the fastest-growing beauty brand in the UK and are driven by a passionate and innovative team to achieve our mission. We’ve brought together a world-class group from a wide range of industries. As we grow at speed, we need brilliant people (like you!) to join us on our journey and help us deliver our goal.

ABOUT THE ROLE

We have an exciting opportunity for a Customer Care Associate (12-month fixed term contract) to join our team at Townhouse. You’ll be at the heart of delivering exceptional service to our customers, ensuring every interaction is professional, empathetic, and leaves a lasting positive impression.

In this role, you’ll be the first point of contact for customer enquiries across multiple channels including phone, email, chat, and social media. You’ll resolve issues, provide accurate information, supporting both our customers and our Salon Team Members day-to-day, all while maintaining our signature high standard of customer care.

This is the perfect role for someone with contact centre experience who loves problem-solving, thrives in a fast-paced environment, and is motivated by creating outstanding customer experiences.

RESPONSIBILITIES

• Respond promptly and professionally to enquiries across phone, email, chat, and social channels.
• Troubleshoot and resolve complaints and concerns with empathy and efficiency, striving for first-contact resolution.
• Build a strong understanding of our products and services to confidently support and advise customers.
• Capture and share feedback to help us improve our services and processes.
• Identify opportunities to enhance the customer experience through relevant recommendations.
• Work closely with sales, marketing, and operations teams to support overall customer satisfaction strategies.

ABOUT YOU

• Minimum 1 years’ experience in a customer-facing contact centre role.
• Excellent communication and interpersonal skills.
• Proficient with Microsoft Office and CRM systems (Zendesk experience a plus).
• A collaborative team player who supports colleagues and isn’t afraid to ask for help.
• A natural problem-solver with great attention to detail.
• Calm under pressure, empathetic, and professional in difficult situations.
• Tech-savvy and comfortable using multiple communication channels.
• Organised with strong time-management skills.
• Positive, proactive, and motivated to go above and beyond for customers.

LOCATION

This is a full-time, 12-month fixed-term contract based at our Support Centre in Central London. We offer a hybrid working model, aligned with role requirements.

EMPLOYEE BENEFITS AT TOWNHOUSE

• Private healthcare and wellness support – Including free telephone/video GP appointments and private hospital treatment if there is a long NHS wait.
• Shopping discounts – Save money every day with a range of retail discounts.
• Birthday Pamper Party – During your birthday month, bring a friend for a free signature manicure/pedicure and a glass of bubbles!
• Social Budget – A monthly budget for your manager to treat your team to lunch, pampering, or a night out.
• Holiday on us – One extra day paid holiday for every whole year you’ve been with Townhouse, up to 5 extra days.
• Employee Discount – 75% off treatments.
• Interest-free advance – Up to £50 per day you’ve worked in a month to help with emergencies without interest costs.

EQUAL OPPORTUNITIES

We’re proud to be an inclusive employer. We welcome applications from all backgrounds and are committed to creating a diverse, supportive, and empowering workplace.

Apply Now and Be Part of Our Exceptional Team!