Spa and Store Receptionist

LUSH; London; On-site; GBP 28,000 - 32,000; Full time

Job summary

LUSH, a leading cosmetics retailer, seeks a Spa Receptionist for their Oxford Street location. This role emphasizes exceptional customer service and team collaboration to enhance the spa experience. The ideal candidate will manage bookings, ensure smooth operations, and embody the LUSH ethos of putting people first.

Benefits

25 days holiday plus bank holidays

6 months’ full pay for parental leave (primary caregiver)

Bonus scheme

50% discount on Lush products and spa treatments

Employee assistance programme

Qualifications

• Demonstrated exceptional customer service skills.
• Ability to communicate effectively with team members.
• Proficient in managing bookings and client interactions.

Responsibilities

• Manage bookings and provide outstanding customer service.
• Communicate effectively between customers and the team.
• Support spa operations and adhere to health and safety standards.

Skills

Exceptional customer service

Teamwork & Communication

Attention to detail

Prioritisation

Flexibility

Job description

Application Deadline: 8 June 2025

Department: Retail

Location: Oxford Street (Spa Store)

Compensation: £13.85 / hour

Description

Diversity matters
We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future.

We see you, we celebrate you, we want you!

Who we are
You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.

The Living Wage Foundation’s statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone.

The role
The Store and Spa Receptionists will exhibit a strong passion for providing an exceptional Lush Spa experience. They consistently deliver top-notch customer service, earning 5-star ratings when assisting clients with bookings through phone, email, and in-person interactions on the shop floor.

There is a strong focus on team work for this role as you will be managing bookings for therapists as well as picking up communications from previous days. These roles will also involve managing event and party reservations within the store, utilizing their excellent communication skills to keep all management teams well-informed about the day-to-day store activities.

As part of the role, you will also contribute significantly to the spa operations by supporting delivery, ensuring health and safety standards, and arranging room setups, with full training provided. Working in our spa environment provides an invaluable opportunity to gain hands-on experience in these areas, enhancing your skills and knowledge.

In summary, our Spa Receptionists are the logistical core of our spa and their roles are essential to the success of the spa.

Above and beyond
What we do every day that makes us unique.

• Building relationships with local Lush stores, businesses and causes to expand your network and outreach into the community.
• Creating strong links across the departments and teams in the store, and the various support teams throughout the business.
• Promoting the Lush Spa as central to our business, ensuring you enjoy any invitational treatments and use them as a training tool.
• Be proactive in giving feedback on the responsibilities of your role to help shape it for the future.
  

Key Information

Hours available: 35 hours over 5 days.

Application Deadline: 8th June

Interview dates: Week beginning 16th June

Key Responsibilities

Spa Receptionists deliver an outstanding customer experience when communicating with our customers and ensure smooth communication between the customer, the team and the company.

• Embodying Lush five-star customer service at all times when communicating with our customers and clients, either in-store, online, or over the phone.
• Having an in-depth knowledge of all of our Spa treatments and the Spa itself, including which Spa therapists are trained in which treatments.
• Answering calls, emails, voicemails and social media enquiries from potential clients and conducting treatment confirmation calls. Relaying key messages to Therapists where appropriate, and using your own knowledge and initiative to manage standard questions.
• Taking and recording Spa treatment bookings, Party bookings or event bookings.
• Managing the client journey from booking to follow-up for our spa clients, school talks, in-store parties and event bookings.
• Preparing, communicating and updating Spa treatment availability to our customers and staff across the business.
• Engaging with customers and providing exceptional service while working on the shop floor, ensuring a welcoming and enjoyable experience for all visitors.
• Performing immersive bathing experiences to delight clients, showcasing the unique offerings of the Spa and store.
• Completing office duties such as photocopying, printing and posting as requested by the management teams across the store making sure to maintain confidentiality with sensitive information and personal data at all times.
• Supporting your colleagues by helping to create a positive, customer-focused work environment.
• Always having fun at work and being passionate about what you do.
• Delivering Book a bath bathing experiences to our staff and clients and driving this area of the business forward.
• Championing shop floor parties, driving sales, supporting bookings and being an ambassador for this area of the business.
• Any other tasks as required, depending on the needs of the business.
  
  

Skills, Knowledge and Expertise

Exceptional customer service: Delivered both over the phone, via email in person

Teamwork & Communication: Ability to clearly communicate work to colleagues, verbally and in written handovers

Attention to detail: Ability to accommodate needs of both client and therapist to ensure appointments are booked correctly

Prioritisation: Ability to prioritise workload, identify most time sensitive tasks and complete these in a timely manor

Flexibility: Whilst the main duties of this role are spa reception there will be other duties such as booking birthday parties and charity events, as well as some times being required to on our shop floor, so a willingness to dive into other roles and support the team is a must



Benefits

• 25 days holiday plus bank holidays
• *6 months’ full pay for parental leave (primary caregiver)
• *Enhanced paternity leave
• Bonus scheme
• Day off for weekday birthdays
• Holiday purchase scheme
• 50% discount on Lush products and spa treatments
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme
• *Financial childcare support on return to work
• We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
• Support groups, film nights, yoga, meditation sessions and much more
• *Tailored gender affirming care

*qualifying period and/or hours required.

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