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 Europe with 40+ salons globally, and we are driven by a passionate and disruptive team to achieve our mission. We’ve brought together a world-class team from a wide range of industries.

As we continue to expand, we need brilliant people (like you!) to help bring the Townhouse brand to life across the world.

Our values

Here at Townhouse, we live by our three core values;

• Details matter
• Passionate in everything we do
• Nice people

Townhouse was born out of the idea that ‘details matter’ - our customers strive for perfection in the details, and so do we. Our passion fuels our work and drives constant innovation. Finally, we pride ourselves on finding nice, kind-hearted people to join our mission to revolutionise the industry.

ABOUT THE ROLE

We have an exciting opportunity for a Customer Care Associate (6-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.

Please note that this role includes weekend working as part of the regular working week, with shifts scheduled every Saturday and Sunday alongside weekdays in accordance with the team rota.

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

• Experience in a customer-facing contact centre role.
• Excellent communication and interpersonal skills.
• Proficient with Microsoft Office and CRM systems (Zendesk experience is 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, 6-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 – Enjoy access to private healthcare including phone/video GP appointments and treatment in private hospitals where NHS wait times are high.
• Employee discount – Enjoy 75% off treatments and 50% off Townhouse products for when you need a little pampering.
• Holiday on us – Earn an extra day of annual leave for each year of service from your second year onwards, up to four additional days.
• Birthday treat – During your birthday month, bring a friend for a complimentary signature manicure or pedicure, and a glass of bubbles!
• Social Budget – Regular team socials and monthly treats, agreed with your manager – from office lunches to after-work drinks.
• Emergency cash advance – Interest-free advance of up to £50 per worked day in the month to help cover short-term needs.
• Shopping discounts – Save money with a wide range of discounts on top brands.
• Refer a friend scheme – Receive a reward when someone you refer is successfully hired.

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!