VIP Client Concierge

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

• 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)
  

• 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.
  

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

• 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.
  

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

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

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

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

Requirements

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

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

• Problem-Solving & Critical Thinking:
  

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

• Tech-Savvy:
  

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

• Work Ethic:
  

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

• Reliability:
  

• Attention to detail while maintaining speed and efficiency
  

• Passion:
  

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

Benefits

• 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)