Customer Advisor

Boots; Nottingham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Boots Retirement Savings Plan

Generous employee discounts

Enhanced parental leave and gift card

Flexible benefits including gym, life‑

Employee Assistance Programme (TELUS)

Job summary

Boots Group in the United Kingdom is seeking a CX Advisor on a fixed-term contract to support customers with empathy and care across phone, email, WhatsApp, live chat, and social media. You’ll help with Boots.com orders, Advantage Card queries, and healthcare services in a fast-paced environment.

You’ll handle conversations, take ownership of interactions, and balance outstanding customer outcomes with performance metrics. Training is provided, and full-time initial week is required.

Qualifications

• Must demonstrate strong emotional intelligence and empathy.
• Excellent verbal and written communication skills.
• Ability to multi-task across multiple systems and channels.
• Proficient with computer systems and adaptability to new software.

Responsibilities

• Deliver empathetic, high-quality support across phone, email, WhatsApp, live chat and social media.
• Handle high-volume contact, including 80+ calls per day during peak times.
• Understand customer needs and provide clear, confident solutions.
• Take ownership of queries and resolve issues efficiently.
• Reflect Boots’ brand values and the 'With you for life' commitment.
• Meet KPIs while keeping customer outcomes at heart of every interaction.
• Handle customer data securely and in line with GDPR, PCI and Medical Services protocols.
• Escalate risks or complex cases promptly.
• Use de-escalation techniques to manage challenging conversations.
• Stay up to date with changes to processes, products and systems.
• Contribute positively to team culture and continuous improvement.

Skills

Emotional intelligence

Communication skills

Multitasking

Tech savviness

Problem solving

Attention to detail

Calm under pressure

Customer-first

Job description

Start Date:

From September 2026

Contract:

Fixed Term until 31 December 2026 (with possibility of extension)

Salary:

£25,652.88

Working hours:

25 - 37.5 hours

Operating hours are:

Monday to Friday 8:30am to 6:30pm

Saturday 8:45am to 5pm

Sunday 10am to 5pm

Shift patterns:

Our shift patterns are designed to provide a healthy work-life balance. You will enjoy two full weekends off in a 4-week rotation. For example:

Week 1: 44 hours spread across 6 days

Week 2: 31 hours over 4 days.

We are only able consider part-time applicants who can work at least 25 hours per week and are available on weekends.

About the role

Do you love helping people and creating positive experiences? As a CX Advisor at Boots, you’ll bring our “With you for life” mission alive by supporting customers with empathy, confidence, and care. You’ll handle conversations across phone, email, WhatsApp, live chat, and social media — making sure every customer feels heard and supported in a fast‑paced, evolving environment.

What you’ll be doing

You’ll help customers with a wide range of queries, from Boots.com orders to Advantage Card and healthcare services. You’ll take ownership of each interaction, listen actively, and provide clear solutions that leave customers feeling more confident than when they first reached out.

During peak periods, you’ll manage 80+ calls a day, alongside digital conversations across our other channels, balancing excellent customer outcomes with agreed performance measures.

Key responsibilities

• Deliver empathetic, high‑quality support across phone, email, WhatsApp, live chat, and social media
• Handle high‑volume contact, including 80+ calls per day during peak times
• Understand customer needs and provide clear, confident solutions
• Take ownership of queries and resolve issues efficiently
• Reflect Boots’ brand values and our “With you for life” commitment
• Meet KPIs while keeping customer outcomes at the heart of every interaction
• Handle customer data securely and in line with GDPR, PCI, and Medical Services protocols
• Escalate risks or complex cases promptly
• Use de‑escalation techniques to manage challenging conversations
• Stay up to date with changes to processes, products, and systems
• Contribute positively to team culture and continuous improvement

Our Training Program!

You’ll receive structured training and strong support from day one.

Your first week is full‑time (regardless of contracted hours) to help you build confidence quickly. You’ll start taking customer conversations with close guidance, where you’ll continue developing your skills with support always on hand.

What you’ll need to have (our must‑haves)

• Strong emotional intelligence (EQ) and empathy
• Excellent verbal and written communication skills
• Ability to multi‑task across multiple systems and channels
• Proficiency in using computer systems and adapting to new software with ease
• Problem‑solving skills and sound judgement
• Strong attention to detail, especially when handling customer data
• A calm, professional approach under pressure
• A customer‑first mindset and a positive, supportive attitude

It would be great if you also have

• Experience in customer service, retail, healthcare, or service‑based environments
• Curiosity, adaptability, and openness to change
• Experience handling customer conversations across digital or voice channels

Where your brilliance can take you

The skills you develop as a CX Advisor can take you anywhere within Boots. Whether you want to explore different teams or progress into new roles, we’ll support you to help you grow your career in the direction that inspires you.

Rewards designed for you

• Boots Retirement Savings Plan
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits schemeincluding discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.

This role requires the successful candidate to complete a pre-employment check after receiving an offer. Depending on your location, you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable Groups) or an Access NI Check.

A bit about us

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

We hope to hear from you soon. Be brilliant with Boots.