Customer Service Specialist

The GelBottle Inc; Kemp Town Estate; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A vibrant beauty company in Kemp Town is looking for a Customer Service Specialist to provide excellent support across phone, email, and live chat. In this hybrid role, you'll manage orders, handle customer inquiries, and collaborate with teams to enhance the customer experience. Ideal candidates are confident communicators with a passion for service and the ability to foster positive relationships. Additional benefits include hybrid working, a yearly company bonus, and ample personal development opportunities.

Benefits

Yearly company bonus

£1,000 yearly personal development fund

25 days holiday + bank holidays

Healthcare cash plan

Electric car lease scheme

Regular funded company events

Qualifications

• Experience in a contact centre environment.
• Confidence in clear communication across platforms.
• Adaptability to changing priorities and customer needs.

Responsibilities

• Provide accurate product information and assist customers.
• Manage order processing and returns.
• Recommend products based on individual needs.

Skills

Customer service expertise

Excellent written communication

Proficient in omnichannel communication

Ability to build rapport

Tools

Online communication tools

Job description

About the role

The GelBottle Inc. is on an exciting growth journey, and we're looking for a Customer Service Specialist to be part of our vibrant, founder-led company. If you're passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands, this is your chance to make a significant impact!

We're looking for a customer-focused professional to join our team and help deliver outstanding service across phone, email, and live chat. Our community means everything to us, and we pride ourselves on resolving every issue with the highest level of care and urgency. You'll be the first point of contact for our customers by responding to enquiries, offering expert advice, and ensuring every interaction is handled with empathy and efficiency.

You'll also manage order processing and returns, recommend products tailored to individual needs, and provide support with technical queries. Every conversation is a chance to strengthen our relationship with our community and create a positive, lasting impression.

Additional responsibilities include:

1. Providing accurate information about our products, services, and policies.
2. Maintaining a strong understanding of The GelBottle Inc product range, including new releases and discontinued items.
3. Reporting common customer issues and trends to the management team to help improve our products and services.
4. Collaborating with sales, marketing, and technical teams to ensure a seamless customer experience.
5. Making outbound sales calls to prospective and existing customers to promote our products and services.
6. Building and nurturing strong relationships with customers to encourage loyalty and repeat business.

This is a hybrid role, approximately 2 days a week based at our Brighton HQ.

About you

We're looking for someone who thrives in a fast-paced, customer-focused environment and enjoys being part of a collaborative and specialized team. You'll bring a calm, professional approach to every interaction, with the confidence to communicate clearly and the flexibility to adapt to changing priorities. A strong sense of ownership and a commitment to delivering high-quality service are essential, especially when resolving customer issues with care:

• Confidence working in a contact centre environment.
• Excellent written English and clear, articulate verbal communication.
• A helpful and professional attitude with the ability to communicate with clarity and credibility.
• Experience using online communication tools and social media, with an understanding of brand tone of voice.
• The ability to build rapport and foster positive relationships with stakeholders.
• A proactive mindset and a commitment to teamwork.
• Willingness to work occasional long hours or weekends when needed.

Preferred experience:

• Familiarity with omnichannel communications, including telephone, email, live chat, WhatsApp, and Instagram.

Why TGB?

At TGB, we're driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach, fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team member's contributions and offer a range of rewards and recognition to celebrate your achievements.

What we can offer you:

• Hybrid working
• Yearly company bonus
• £1,000 yearly personal development fund
• 5 'study days' a year
• 25 days holiday + bank holidays
• 'Daisy days' (extra 2 days off throughout the year)
• Holiday purchase scheme (+5 days)
• Birthday bonus (after one year's service)
• Enhanced maternity leave
• Long service award (additional holiday allowance)
• 3-month sabbatical after 3 years of service
• Healthcare cash plan (via Health Shield)
• Electric car lease scheme (via salary sacrifice)
• Discount on spa treatments and consumer products
• Life assurance + pension scheme
• Regular funded company events
• Season ticket loan

What happens next?

1. Apply!
2. Screening call with our Talent team (30 min)
3. Interview with hiring manager (1 hr)
4. Practical interview (Brighton HQ, 1.5 hr)
5. Meet & Greet with team (1 hr)

Please note: We may close this role early if we find the right person sooner than expected - so if you're interested, we want to hear from you soon.