Customer Support Advisor

Boots; Nottingham; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Boots Retirement Savings Plan

Generous employee discounts

Enhanced parental leave pay and gift</

Flexible benefits scheme including gym

Employee Assistance Programme

Job summary

Boots is seeking a CX Advisor to support customers across phone, email, WhatsApp, live chat and social media, delivering empathetic, confident service in a fast-paced environment. You’ll handle queries from Boots.com orders and Advantage Card, taking ownership and providing clear solutions that boost customer confidence.

You’ll train with our team, uphold GDPR/PCI standards, and work toward KPIs while growing your career within Boots’ 'With you for life' mission.

Qualifications

• Strong emotional intelligence (EQ) and empathy.
• Excellent verbal and written communication skills.
• Ability to multi task across multiple systems and channels.
• Proficiency in using computer systems and adapting to new software with ease.
• Problem solving skills and sound judgement.
• Strong attention to detail, especially when handling customer data.
• Calm, professional approach under pressure.
• Customer-first mindset and a positive, supportive attitude.
• Experience in customer service, retail, healthcare, or service-based environments.
• Curiosity, adaptability, and openness to change.
• Experience handling customer conversations across digital or voice channels.

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 our "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

Empathy

Communication

Multi-tasking

Problem solving

Attention to detail

Calm under pressure

Customer-first mindset

EQ

Retail/customer service

Tools

CRM software

Multiple systems

Job description

Do you love helping people and creating positive experiences? As a CX Advisor at Boots, you'll bring our "With you for life" mission alive by supporting customers with empathy, confidence, and care. You'll handle conversations across phone, email, WhatsApp, live chat, and social media – making sure every customer feels heard and supported in a fast paced, evolving environment. What you'll be doing: You'll help customers with a wide range of queries, from Boots.com orders to Advantage Card and healthcare services. You'll take ownership of each interaction, listen actively, and provide clear solutions that leave customers feeling more confident than when they first reached out. During peak periods, you'll manage 80+ calls a day, alongside digital conversations across our other channels, balancing excellent customer outcomes with agreed performance measures.,

• 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 our "With you for life" commitment
• Meet KPIs while keeping customer outcomes at the 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

Our Training Program!

You'll receive structured training and strong support from day one. Your first week is full time (regardless of contracted hours) to help you build confidence quickly. You'll start taking customer conversations with close guidance, where you'll continue developing your skills with support always on hand.

The skills you develop as a CX Advisor can take you anywhere within Boots. Whether you want to explore different teams or progress into new roles, we'll support you to help you grow your career in the direction that inspires you.

It would be great if you also have

• Strong emotional intelligence (EQ) and empathy
• Excellent verbal and written communication skills
• Ability to multi task across multiple systems and channels
• Proficiency in using computer systems and adapting to new software with ease
• Problem solving skills and sound judgement
• Strong attention to detail, especially when handling customer data
• A calm, professional approach under pressure
• A customer first mindset and a positive, supportive attitude
• Experience in customer service, retail, healthcare, or service based environments
• Curiosity, adaptability, and openness to change
• Experience handling customer conversations across digital or voice channels

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Shift Times

• Monday to Friday 8:30am to 6:30pm
• Saturday 8:45am to 5pm
• Sunday 10am to 5pm

Shift Patterns

Our shift patterns are designed to provide a healthy work-life balance. You will enjoy two full weekends off in a 4-week rotation.

• Week 1: 44 hours spread across 6 days
• Week 2: 31 hours over 4 days
• We are only able consider part-time applicants who can work at least 25 hours per week and are available on weekends.

Benefits

• Boots Retirement Savings Plan
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.