Customer Care Consultant

• 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 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

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.

Hours: This role is a Full Time (40 hours per week) opportunity.
Days: Monday to Friday. Some additional Saturday shifts might be available if you are interested.
Times: Shift times can vary and we do have flexibility with this: some days you might work 9am - 5:30pm and other days could be 10am - 6:30pm.
Hybrid: We work with a Hybrid model, which means you will work three office days based on site in Filton, and two days working from home once you've completed your first few weeks of training and onboarding.
Location: Our office is based in Filton, Bristol. Parking available on site!

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.

Customer Care

• Answer all calls, live chat and emails within the agreed timescales.
• Ensure all calls, live chats, emails and bookings are made accurately.
• Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
• Make outgoing calls when requested to customers including spa booking confirmations.
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.

Brand Ambassador

• 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.
• 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.

Organisation

• 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.
• Ensure that all GDPR and Data protection is followed.

• GCSEs in Maths and English grades A-C or equivalent
• Contact/call centre experience preferred
• Fluent in English language, additional languages are a bonus
• 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