Customer Care Advisor Apprenticeship 2025

L'OREAL GROUP; Manchester; On-site; GBP 25,000; Full time

Job summary

Join a leading beauty company as a Customer Care Apprentice in Manchester. You'll provide exceptional service to salon customers through various channels, supported by mentorship and training. This 18-month program is perfect for those looking to start a career in customer service without a degree.

Qualifications

• Must not have already obtained a degree.
• Eligible to work in the UK.

Responsibilities

• Provide optimal service to achieve first contact resolution.
• Handle multiple contacts while maintaining accuracy.
• Contribute to improving NPS score based on customer feedback.

Skills

Attention to Detail

Communication

Prioritisation

Education

GCSEs in English and Maths at Grade C (4) or equivalent

BBC at A level or equivalent

Tools

Microsoft Office

SAP

Job description

Based: Bury, Manchester

Start Dates: September 2025

Annual Salary: £24,570 per annum

Level: Level 3 Business Admin Qualification

Duration: 18 months + EPA

The world leader in beauty, L'Oréal is present in 150 countries on five continents. Our 35 international brands have allowed us to dedicate ourselves solely to one business: beauty, by offering all women and men worldwide the best in cosmetics innovation in terms of quality, efficacy, and safety.

As a L'Oréal Customer Care Apprentice, your main role will be communicating with and offering an exceptional standard of service to our 10,000 salon customers via multiple channels such as Email, Live Chat, and Telephone. L'Oréal Professional Products is constantly evolving, and we have an always-on feedback approach — this means we may add or remove channels as we continue to listen to our customer needs. You will learn how to approach and deliver exceptional service through speed, accuracy, and providing expert responses to our client base. You will be supported on a one-to-one basis through our mentorship coaching programme, receiving expert on-the-job training throughout your apprenticeship journey. You will also develop your personal learning through our multiple learning platforms daily. Regular meetings with your Customer Care Manager will support your progress.

You will...

1. Learn how to provide an optimal level of service to all our salon customers to achieve first contact resolution within SLA.
2. Learn to handle multiple contacts simultaneously while maintaining high accuracy and knowledge. Ensure positive customer experiences by proactively following up on all contacts.
3. Become an expert on all customer touchpoints within L'Oréal Professional Products, enabling you to answer questions confidently and communicate clearly.
4. Drive departmental efficiencies by identifying and implementing opportunities to improve our service.
5. Contribute to improving our NPS score by acting on customer feedback and supporting continuous improvement.
6. Learn how to manage stakeholders effectively, communicating at all levels.

You have...

• Strong attention to detail skills.
• A can-do attitude and willingness to go above and beyond for our customers.
• The ability to work in a demanding and ever-changing environment.
• Strong prioritisation and communication skills (both written and verbal).
• The ability to challenge existing ways of working and seek continuous improvement.
• Experience using SAP is advantageous but not essential.
• Proficiency in Microsoft Office packages.

Eligibility...

• You must NOT have already obtained a degree.
• Eligible to work in the UK.
• GCSEs in English and Maths at Grade C (4) or equivalent.
• Achieved a BBC at A level or equivalent in other qualifications.

Next steps...

Once you click apply, you will answer questions to verify your eligibility regarding your current situation, salary expectations, and location. We will review your application and, if successful, invite you to an Assessment Centre. Please be patient, as this process can take a few weeks. If you apply for multiple roles, you will be considered for the most suitable one; to be considered for a specific role, apply only to that role.