Customer and Consultant Care Advisor

Novatech Ltd; Gillingham; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Employee discount

Casual dress

Company pension

Subsidised canteen

Free on-site parking

Long service benefits

Paid community days

25 days annual leave plus Bank Holiday

Job summary

Neal’s Yard Remedies is seeking a Customer & Consultant Care Advisor on a fixed term contract until 26 February 2026 to support our Christmas peak. You’ll handle inquiries by phone and ticketing systems, resolve queries, manage orders and returns, and become an expert in our Gift Card and Loyalty Schemes.

You’ll be based at our eco-friendly facility in Gillingham, Dorset, with hybrid working and a 35-hour week, including one Saturday in four.

Qualifications

• Two years proven experience in a customer care or service role.
• Excellent organisational skills and the ability to juggle priorities.
• A friendly, courteous, and professional telephone manner.
• Strong written and spoken English skills.
• Proficiency in IT, especially MS Office (Word, Outlook, Excel).
• Knowledge of other IT systems such as Zendesk is useful but not essential
• Calm, patient, and helpful in challenging situations.
• An innate ability to build rapport, particularly with customers.
• Personal resilience to handle demanding interactions.
• A strong interest or qualification in complementary therapy is encouraged.

Responsibilities

• Respond to inquiries professionally via phone and ticketing systems.
• Resolve queries and manage orders and returns.
• Track orders and liaise with couriers and third-party services.
• Become an expert in our Gift Card and Loyalty Schemes.

Skills

Organisational skills

Telephone manner

English proficiency

MS Office

Zendesk

Calm under pressure

Rapport with customers

Resilience

Interest in complementary therapy

Tools

Zendesk

MS Office

Job description

Become part of our supportive and values-driven team where your contribution truly matters
Fixed Term Contract until 26th February 2026 to support our Christmas peak

As our Customer & Consultant Care Advisor, you’ll play a vital dual role in supporting both our customers and consultants. Your excellent interpersonal skills will ensure every interaction is friendly, informed, and professional. From resolving queries to managing orders and returns, your efforts will make a real difference.

You’ll be super organised, calm under pressure, and passionate about delivering exceptional service? With a knack for building relationships and love for working in fast-paced environments, this is your chance to shine!

You’ll be responding to inquiries professionally via phone and ticketing systems, sharing accurate product knowledge and handling complaints efficiently. You'll also be tracking orders, liaising with couriers, third-party services and becoming an expert in our Gift Card and Loyalty Schemes.

At Neal’s Yard Remedies, we believe in nurturing both our customers and our people. Are you ready to do what you do best in acompany that’s all about care and quality? You’ll be helping us deliver outstanding service every day!

What you’ll have:

• Two years proven experience in a customer care or service role with a track record of delivering exceptional support.
• Excellent organisational skills and the ability to juggle priorities.
• A friendly, courteous, and professional telephone manner.
• Strong written and spoken English skills.
• Proficiency in IT, especially MS Office (Word, Outlook, Excel).
• Knowledge of other IT systems such as Zendesk is useful but not essential
• Calm, patient, and helpful in challenging situations.
• An innate ability to build rapport, particularly with customers.
• Personal resilience to handle demanding interactions.
• A strong interest or qualification in complementary therapy is encouraged.

The Details:

• Full-time role: 35 hours/week, Monday to Friday.
• One Saturday in four
• Based at our beautiful eco-factory, in Gillingham, Dorset, with hybrid working. A minimum of 3 days a week in the office.

What you'll get:

• Generous employee discount
• Casual dress
• Company pension
• Subsidised Canteen
• Free on-site parking
• Long service benefits
• Paid community days
• 25 days annual leave plus Bank Holidays
• Employee Assistance Programme