Customer Care Consultant - Day - 37 Hours

Department: Customer Care Employment Type: Permanent - Full Time Location: Office, Filton Reporting To: Michelle Clark 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 is a home-based evening role, working 37 hours per week, Monday to Friday, with shifts between 3:00pm and 11:00pm (with occasional weekend cover when required). 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
• 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
• 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