Customer Experience Advisor - Part-Time & Flexible Hours

Boots; Nottingham; Hybrid; 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

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.