Customer Care Consultant - Day Shift - Part Time

Elemis; West of England; Presencial; GBP 12.000 - 18.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Staff discount on Elemis products

Well-being policies

Generous holiday allowance

Company pension

Bonus/Commission scheme

Private medical insurance

Cycle to work

Employee assistance programme

Descripción de la vacante

ELEMIS, a premier British skincare brand, seeks a Part-time Customer Care Consultant for day shifts. This primarily site-based role requires regular Wednesday attendance, with 9:00/9:30 schedules and on-site customer support across calls, emails, and live chat.

You’ll deliver luxury service, share skincare expertise, and uphold our premium brand standards. You will assist with orders, bookings, consultations, and product recommendations while collaborating with a supportive team leader to ensure

Formación

• GCSEs in Maths and English (A-C) or equivalent.
• NVQ in Beauty/Customer Care preferred.
• Call centre experience is advantageous.
• Excellent use of English language.
• Strong customer service and communication skills.
• Retail/sales experience is a plus.
• Good administrative and computer literacy skills.
• Strong numerical skills.

Responsabilidades

• Answer calls, live chat, and emails within agreed timescales.
• Process orders, bookings, and enquiries with accuracy and first-time resolution where possible.
• Provide online and offline skincare consultations.
• Make product and treatment recommendations to clients.
• Place outbound calls for bookings and follow-ups as needed.
• Stay updated on products, promotions and coaching sessions.
• Upsell and cross-sell to benefit client and company.
• Adhere to policies and handle enquiries satisfactorily.
• Record notes on systems and handle product information.
• Coordinate with couriers for delivery issues and paperwork.
• Follow GDPR and data protection guidelines.

Educación

GCSEs in Maths & English

NVQ Beauty/Customer Care

Call centre experience

Excellent English

Customer service

Retail experience

Administrational skills

Computer literacy

Numerical skills

Descripción del empleo

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