Customer Care Consultant - Day Shift - Part Time

Elemis; Filton; Remote; GBP 18,000 - 24,000; Part time

Benefits offered by this job

Staff Discount

Holiday Allowance

Company Pension

Bonus/Commission

Healthcare Plan

Private Medical Insurance

Employee Assistance

Cycle to Work

Job summary

ELEMIS in the UK is seeking a Customer Care Consultant for day shift, part-time, to join our luxury skincare brand. You will handle calls, emails, and live chat, delivering premium service and guiding customers to skincare routines, bookings, and orders.

You'll work with a supportive Team Leader, focus on empathy and problem-solving, and maintain accurate records. The role is primarily site-based at Filton with a Wednesday on-site requirement and two-fifth days; shift options are 9:00–17:30 or

Qualifications

• GCSEs in Maths and English grades A-C or equivalent.
• NVQ in Beauty/Customer Care preferred.
• Contact/call centre experience preferred.
• Excellent use of the English language.
• Good customer service skills in a similar role an advantage.
• Retail/Sales experience an advantage.
• Good administrational skills.
• General computer literacy and knowledge of office equipment.
• Good numerical skills.

Responsibilities

• Answer all calls, live chat and emails within agreed timescales.
• Ensure calls, chats, emails and bookings are made accurately; resolve orders, bookings, enquiries and complaints within 24–48 hours with first-time resolution.
• Conduct online and offline lifestyle consultations according to customer needs.
• Make product and treatment recommendations to encourage purchases and bookings.
• Make outgoing calls for spa bookings and confirmations when requested.
• Stay updated on product information and promotions; participate in coaching and training sessions.
• Upsell and cross-sell to benefit both client and company.
• Follow policies and handle enquiries satisfactorily; escalate when needed.
• Record internal notes on systems.
• Log and record product reactions as per procedures.
• Coordinate with courier services for delivery queries as required; handle necessary paperwork.

Skills

GCSEs in Maths and English

NVQ in Beauty/Customer Care

Contact centre experience

Excellent English

Customer service skills

Retail experience

Administrational skills

Computer literacy

Numerical skills

Education

GCSEs Maths and English A-C

Job description

Customer Care Consultant - Day Shift - Part Time

Department: Customer Care

Employment Type: Permanent - Part Time

Location: Office, Filton

Reporting To: Michelle Clark

Description

Are you passionate about skincare and delivering exceptional customer experiences? Join ELEMIS, the No.1 British skincare brand, as a Customer Care Consultant and become part of a team dedicated to creating meaningful connections with our customers every day.

As the voice of ELEMIS, you'll provide a luxury service across multiple channels including phone, email, and live chat. Whether you're helping customers discover their perfect skincare routine, booking treatments, processing orders, resolving enquiries, or finding solutions to issues, you'll ensure every interaction reflects our premium brand values and commitment to customer happiness.

We're looking for positive, empathetic, and confident communicators who enjoy problem-solving and have a genuine desire to help others. You'll be supported by an experienced Team Leader and a collaborative team who are passionate about delivering outstanding service and sharing their skincare expertise.

This role is primarily site-based, with attendance required every Wednesday and flexibility around the second working day. Shift patterns are either 9:00am to 5:30pm or 10:00am to 6:30pm.

If you thrive in a customer-focused environment, love building relationships, and want to be part of an iconic beauty brand, we'd love to hear from you. At ELEMIS, every conversation is an opportunity to make someone's day and help them feel confident in their skin.

Key Responsibilities

• To answer all calls, to live chat and emails within the agreed timescales.
• To ensure all calls, live chats, emails and bookings are made accurately. To ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
• To perform online and offline lifestyle consultations according to customer requirements.
• Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
• Make outgoing calls when requested to customers including spa booking confirmations.
• To educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.
• Upsell and cross sell to the advantage of the company and the client.
• Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and escape where necessary.
• Actively record internal notes on all systems.
• Action, log and record product reactions following company procedures.
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.
• To ensure that all GDPR and Data protection is followed.

Skills, Knowledge & Expertise

• GCSEs in Maths and English grades A-C or equivalent
• NVQ in Beauty/Customer Care preferred
• Previous Experience and Knowledge:
• Contact/call centre experience preferred
• Excellent use of the English language
• Good customer service skills in a similar role an advantage
• Retail/Sales experience an advantage
• Good administrational skills
• General computer literacy and knowledge of office equipment
• Good numerical skills

What we offer you!

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Bonus/Commission Scheme
• Healthcare Cash Plan (with Dental)
• Private Medical Insurance
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more!

Some benefit eligibility is based on length of service or contract type