Prestige Hair Extensions
Technical Customer Service & Sales Support Lead
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TECHNICAL CUSTOMER SERVICE & SALES SUPPORT LEAD
Aintree Liverpool | Full-time Monday - Friday | Office-based | £30,000 to £40,000 dependent on experience | 25 Days Annual Leave + 8 Bank Holidays
Founded in Liverpool in 2011, Prestige Hair Extensions is a premium professional hair-extension brand known for quality, craftsmanship, and an extensive collection of more than 60 shades. We’re proud to support professional stylists and retail customers with high-performance hair extensions designed to deliver long-lasting, seamless, and natural-looking results.
As we continue to grow, we’re looking for a knowledgeable, personable, and commercially minded Customer Service & Salon Sales Support Manager to join our Liverpool-based team. This is an exciting opportunity to become part of an established company with a strong industry reputation and a genuine commitment to product innovation and exceptional customer experience.
Customer service will be at the heart of the role. You’ll be a key point of contact for our trade and retail customers, helping with everything from orders, deliveries, and returns to colour matching, product advice, and technical hair-extension enquiries.
You’ll also take ownership of customer concerns, resolving the majority independently once fully trained and within agreed company guidelines.
When customer service demand allows, you’ll support our Commercial team by making proactive customer-care calls to existing salon partners. These will be warm, relationship-building conversations rather than cold calls, helping us understand what our salon partners need and identifying opportunities for further product, education, or business support.
KEY RESPONSIBILITIES
CUSTOMER SERVICE AND ENQUIRY MANAGEMENT
- Deliver friendly, professional, and knowledgeable customer service across telephone, email, Gorgias Helpdesk, social media, and live chat.
- Assist trade and retail customers with orders, shipment tracking, stock availability, and delivery enquiries.
- Help customers create accounts, navigate the website, and resolve basic checkout or account issues.
- Support customers with colour matching using photographs and swatch rings.
- Provide advice on hair-extension ranges, application methods, product suitability, and suitable alternatives.
- Maintain and update Gorgias response templates and workflows to ensure customer communication remains accurate and consistent.
- Support the initial administration and vetting of new trade account applications.
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COMPLAINT HANDLING AND TECHNICAL SUPPORT
- Take ownership of customer concerns and technical issues, investigating and resolving them confidently in line with company procedures.
- Escalate complex or sensitive matters to senior management when required.
- Maintain accurate records of customer interactions, complaint outcomes, and technical assessments within Gorgias and the company CRM, sharing any recurring feedback with the wider team.
RETURNS, REFUNDS, AND COURIER CLAIMS
- Manage customer returns from receipt through to completion, inspecting returned products against company policy.
- Process refunds, account credits, exchanges, or replacements accurately and within agreed guidelines.
- Work closely with the Liverpool warehouse team to ensure eligible returned items are repackaged and returned to stock.
- Investigate missing-item and non-delivery claims using order, warehouse, and courier information, maintaining accurate records through to resolution.
- Submit and manage claims for lost or damaged parcels with courier providers through to completion.
SALON SALES SUPPORT AND CUSTOMER DEVELOPMENT
- Make proactive customer-care calls to existing salon partners during quieter customer service periods.
- Build strong relationships with salon customers and identify any product, education, or business-support needs.
- Recognise opportunities to introduce salons to suitable products or ranges they do not currently use.
- Book appointments for members of the Commercial team to visit salon partners.
- Accurately record conversations, opportunities, and follow-up actions within the company CRM system.
- Work collaboratively with the Customer Service and Commercial teams to support customer retention and account growth.
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CUSTOMER EXPERIENCE AND BRAND REPUTATION
- Invite satisfied customers to share their experience through Trustpilot and relevant social media platforms.
- Monitor recurring enquiries, courier issues, and product feedback to help improve customer service processes.
- Suggest improvements to customer service templates, workflows, and frequently asked questions.
- Maintain accurate customer records to support smooth communication and handovers across the team.
ABOUT YOU
The ideal candidate will:
- Have professional hairdressing experience and a good understanding of hair colour.
- Ideally have experience using, fitting, or advising on professional hair extensions.
- Be confident discussing shades, colour matching, application methods, and suitable product alternatives.
- Have previous customer service experience, ideally within the professional hair, beauty, or salon industry.
- Be warm, confident, and professional on the telephone.
- Enjoy solving problems and be able to manage difficult conversations calmly and fairly.
- Be comfortable making outgoing calls to existing customers and recognising sales opportunities without being pushy.
- Be organised, accurate, and confident using digital systems.
- Work well both independently and as part of a collaborative team.
This could be an ideal next career step for an experienced hairdresser who loves the professional hair industry but is ready to move away from working behind the chair.
Full training will be provided across Prestige products, systems, customer service processes, and sales-support activities. What matters most is your industry knowledge, confidence with customers, and ability to build genuine relationships, so if you’re passionate about professional hair, enjoy helping people, and would love to develop your career with a growing hair-extension brand, we’d love to hear from you.
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