Senior Customer Care Operations Advisor

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

The Role:

This role will operate on three different shift patterns, which will rotate weekly to meet the needs of the business. We offer a hybrid style of work, only requiring you to work in the office for 3 days on your core shift.

Early: 8:00 am – 4:30 pm

Core: 9:30 am – 6:00 pm

Late: 11:30 am – 8:00 pm

You will also be required to work 1 in 6 weekends, on a core shift.

Role Accountabilities:

As Senior Customer Service Advisor you will have exceptional customer service skills, a professional work ethic and a willingness to go above and beyond to provide an outstanding brand experience. Confident in solving customer queries and finding solutions across omnichannels (email, telephone, live chat) demonstrating excellent communication skills.

Previous experience as a customer service advisor and working across social media platforms such as YouTube, Instagram, Facebook and Twitter are a massive plus. You should be a ‘people person’ with great customer service skills and the ability to effectively moderate online and offline conversations within our community. You are excited to act and communicate with followers as the face and voice of our brand and manage community conversations via all channels.

This role requires the advisor to have an understanding of the brand and products, whilst offering exceptional advice and consultation to customers. You will be reporting directly into the UK Customer Service Manager and work closely with all stakeholders within the business.

• Communicate with customers courteously and efficiently by email and telephone
• Ensure all enquiries are resolved effectively and in a timely manner, meeting department SLA's
• Provide product information and offer order assistance to help the e-commerce department achieve sales goals
• Work toward daily individual and team goals, supporting the business operating plan
• Process and review website orders and back orders via our ERP system
• Execute customer return requests, issuing appropriate refunds and credit notes and notifying the customer within 48 hours of receipt of goods
• Serve as the brand’s “front lines” for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues
• Liaise directly with our warehouse to resolve any web order delivery and logistics queries
• Support the department in achieving business KPIs including; queries actioned, customer response time, complaints to appreciations
• Coordinate relevant departments to ensure tone of voice and brand consistency across community communications, whilst maintaining exceptional levels of customer service and professionalism
• Act as a liaison between the Customer Care team and Team Leaders, ensuring smooth communication and alignment.
• Monitor team performance and identify opportunities for improvement in productivity, quality and adherence to targets.
• Handle and oversee customer escalations ensuring resolution is timely, effective and in line with company standards.
• Provide regular updates to management on outstanding tasks, tickets or issues that require attention.
• Complete ad hoc administrative or operational tasks assigned by management to support team efficiency and workflow.

Reporting Relationships:

· You will be reporting directly into the UK Customer Care Operations Manager.

Requirements

Key Selection Criteria:

• The ideal candidate will have operated within a similar role
• Fluent in Spanish, German, French is preferable but not essential
• This role will operate on the shift patterns mentioned above however flexibility is required to cover evenings and weekend to meet the needs of the business during busier periods
• Excellent verbal and written communication skills with confidence in your editorial capabilities
• Customer-centric, resilient and passionate about service and systems and fixated on improving the customer experience
• Strong people skills, proactive and self-motivated in responding to customers and followers
• Data-driven and detail obsessed with a passion for solution finding!
• Strong interest in the beauty industry and an affinity for all things makeup!
• Ability to speak additional language(s) are a plus (French/Spanish), but not required
• Understanding and commercial awareness of the total supply chain including supply and demand planning.
• Able to demonstrate examples of building and improving customer relationships

· Passionate about social media and experience working across a variety of brand platforms

Benefits

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a global #dreaamteam are key. Even though we have requirements, our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated.

Why join us?

· Be a part of this values driven, high growth, magical journey with an ultimate vision to empower everyone, everywhere to be the best version of themselves

· We’re a hybrid model with flexibility, allowing you to work how best suits you

· 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday

· Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey

· Financial security and planning with our pension and life assurance for all

· Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues

· Bring your fury friend to work with you on our allocated dog friendly days and spaces

· And not to forget our generous product discount and gifting!

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!