SPA - Spa and Store Receptionist

Lush Handmade Cosmetics; Cardiff; On-site; GBP 14,000 - 15,000; Part time

Benefits offered by this job

Holiday allowance

Parental leave (6 months full pay)

Bonus scheme

Employee ownership

Job summary

Lush Handmade Cosmetics in Cardiff is seeking a Spa and Store Receptionist for the Spa and Store experience. This seasonal, part‑time role involves handling bookings, greeting customers, and delivering outstanding service on the shop floor and in the spa environment.

You will manage therapist bookings, coordinate events, and support daily operations with strong communication, teamwork, and a passion for exceptional customer service.

Qualifications

• Exceptional customer service delivered in store, over the phone, or by email.
• Strong communication and teamwork skills to coordinate with therapists and management.
• Ability to prioritise tasks and manage bookings and inquiries accurately.

Responsibilities

• Deliver an outstanding customer experience when communicating with customers in‑store, online, or by phone.
• Maintain in‑depth knowledge of Spa treatments and which therapists are trained in them.
• Answer calls, emails and messages, and manage spa treatment and event bookings.
• Record bookings and coordinate the client journey from booking to follow‑up.
• Support spa operations, health and safety, and room setups.
• Assist with office duties and maintain confidentiality of information.

Skills

Customer service

Communication

Teamwork

Attention to detail

Flexibility

Job description

SPA - Spa and Store Receptionist

Application Deadline: 7 October 2026

Department: Spa

Employment Type: Seasonal - Part Time

Location: Cardiff (Spa Store)

Reporting To: Store and Spa Manager

Compensation: GBP 13.45 / 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, utilising 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

• 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: 20Hrs

Application Deadline: 7/10/2026

Interview Date: 13/10/2026

Start Date: 14/10/2026

Availability: We will be hiring multiple candidates for this role, one of which must have the availability of Tuesday. Wednesday, Thursday, Friday are also preferred.

Please note: We may close this vacancy early if we receive an overwhelming response or our business requirements change.

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

• Holiday allowance
• 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*
• 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
• 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.
• Access to employee‑led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
• Tailored gender affirming care*

Qualifying period/hours required*

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