About the Company

The Company is a luxury mobile beauty platform operating across London, Manchester and Brighton. We connect clients with highly skilled freelance beauty professionals, delivering a premium at-home experience.

As we continue to refine our client experience, we are looking for a capable, detail-oriented team member to support the Client Concierge function at a trusted level.

Role Overview

This is not a purely reactive customer support role.

The position requires excellent written and verbal communication, sound judgement, and confidence managing clients across phone, email, chat and WhatsApp.

You will manage complex bookings, complaint cases, and professional coordination, ensuring a consistently high client experience with minimal supervision.

This role suits someone who is structured, calm under pressure, and comfortable making decisions within defined guardrails.

Schedule

• Between 7:00AM – 10:00PM (UK time); 3 days per week (approx. 24 hours with additional hours often needed)

Independent Contractor Perks

• Permanent Work from Home

• Immediate Hiring

Key Responsibilities

Client Communication (Phone & Written)

• Respond to client enquiries via phone, email, and WhatsApp
• Handle sensitive or time-sensitive conversations professionally
• Apply brand tone consistently across all channels
• Document phone conversations accurately in the system

Complex Booking & Client Management

• Manage bookings requiring increased coordination (e.g. bridal, events, amendments close to appointment time)
• Handle booking amendments and edge cases
• Coordinate directly with freelance professionals
• Maintain accurate internal notes and documentation

Complaint Handling & Resolution

• Assess complaints using internal decision frameworks
• Draft structured responses aligned with brand tone
• Make balanced recommendations (credit / refund / decline)
• Escalate when necessary

This role requires commercially aware, consistent decision-making.

Operational Support

• Maintain and update internal trackers (Google Sheets / Notion)
• Identify recurring friction points
• Support documentation updates and process improvements
• Assist with event coordination where required

Required Skills & Experience

• 3+ years in customer service or operations
• Excellent written and spoken English
• Confident and articulate on the phone
• Strong attention to detail
• Comfortable applying structured policies independently
• Organized and able to prioritize effectively
• Calm and professional under pressure

Ideal Candidate

• Emotionally intelligent and composed
• Clear communicator (both written and verbal)
• Structured thinker
• Commercially aware
• Takes ownership of cases end-to-end

What Success Looks Like

• High-quality written communication
• Confident and professional phone handling
• Independent case resolution within guardrails
• Consistent policy application
• Reduced unnecessary escalation

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.