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Customer Care Consultant - Day Shift - Part Time
ELEMIS
·
3.5
Unit G6, Titan road, Patchway, Bristol BS34 6FD
Part-time, Permanent
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Job details

Pay information not provided
Employee discount, Employee assistance programme, Company pension, Private medical insurance, Cycle to work scheme, Season ticket loan
Part-time, Permanent
Day shift
Unit G6, Titan road, Patchway, Bristol BS34 6FD

Full job description

Description


Are you passionate about skincare and delivering exceptional customer experiences? Join ELEMIS, the No.1 British skincare brand, as a Customer Care Consultant and become part of a team dedicated to creating meaningful connections with our customers every day.
As the voice of ELEMIS, you'll provide a luxury service across multiple channels including phone, email, and live chat. Whether you're helping customers discover their perfect skincare routine, booking treatments, processing orders, resolving enquiries, or finding solutions to issues, you'll ensure every interaction reflects our premium brand values and commitment to customer happiness.
We're looking for positive, empathetic, and confident communicators who enjoy problem-solving and have a genuine desire to help others. You'll be supported by an experienced Team Leader and a collaborative team who are passionate about delivering outstanding service and sharing their skincare expertise.
This role is primarily site-based, with attendance required every Wednesday and flexibility around the second working day. Shift patterns are either 9:00am to 5:30pm or 10:00am to 6:30pm.
If you thrive in a customer-focused environment, love building relationships, and want to be part of an iconic beauty brand, we'd love to hear from you. At ELEMIS, every conversation is an opportunity to make someone's day and help them feel confident in their skin.


Key Responsibilities


  • To answer all calls, to live chat and emails within the agreed timescales.
  • To ensure all calls, live chats, emails and bookings are made accurately. To ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
  • To perform online and offline lifestyle consultations according to customer requirements.
  • Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
  • Make outgoing calls when requested to customers including spa booking confirmations.
  • To educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.
  • Upsell and cross sell to the advantage of the company and the client.
  • Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and escalate where necessary.
  • Actively record internal notes on all systems.
  • Action, log and record product reactions following company procedures.
  • Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.
  • To ensure that all GDPR and Data protection is followed.


Skills, Knowledge & Expertise


  • GCSEs in Maths and English grades A-C or equivalent
  • NVQ in Beauty/Customer Care preferred
  • Previous Experience and Knowledge:
  • Contact/call centre experience preferred
  • Excellent use of the English language
  • Good customer service skills in a similar role an advantage
  • Retail/Sales experience an advantage
  • Good administrational skills
  • General computer literacy and knowledge of office equipment
  • Good numerical skills


What we offer you!


  • Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
  • Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
  • Generous Holiday Allowance, increasing with length of service
  • Company Pension Scheme
  • Bonus/Commission Scheme
  • Healthcare Cash Plan (with Dental)
  • Private Medical Insurance
  • Employee Assistance Programme for all Associates and their families
  • Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
  • Much, much more!
  • Some benefit eligibility is based on length of service or contract type


About ELEMIS

Our People Commitments
Justice, Equity, Diversity and Inclusion are central to our People Strategy. We are committed to building a fair, inclusive and respectful workplace where everyone feels they belong and can thrive.
We embed this commitment through inclusive hiring and progression practices, clear policies that promote equity and zero tolerance for discrimination and regular review of our people data to identify and address gaps in representation and experience. We invest in inclusive leadership, equipping our managers with the skills and accountability to foster psychologically safe, respectful and high-performing teams.
We provide channels for open dialogue, including confidential Speak Up mechanisms, to ensure concerns can be raised safely and addressed appropriately. Through ongoing learning, inclusive behaviours and shared accountability across all levels of the organisation, we empower our people to be themselves, innovate and fulfil their potential. Together, we belong.
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