At a Glance
- Tasks: Support customers via phone, email, and social media with empathy and care.
- Company: Join Boots, a brand committed to making a difference in people's lives.
- Benefits: Enjoy employee discounts, flexible benefits, and a supportive work environment.
- Other info: Structured training and a healthy work-life balance with weekends off.
- Why this job: Make a real impact by helping customers while developing your skills.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 24000 - 28000 £ per year.
Join Boots as a Customer Experience Advisor and help bring our “With you for life” mission to life. You’ll support customers across phone, email, WhatsApp, live chat, and social media, delivering empathy, confidence, and care in fast‑paced, evolving environments.
Responsibilities
- Deliver empathetic, high‑quality support across phone, email, WhatsApp, live chat, and social media.
- Handle high‑volume contact, including 80+ calls per day during peak times.
- Understand customer needs and provide clear, confident solutions.
- Take ownership of queries and resolve issues efficiently.
- Reflect Boots’ brand values and our “With you for life” commitment.
- Meet KPIs while keeping customer outcomes at the heart of every interaction.
- Handle customer data securely in line with GDPR, PCI, and Medical Services protocols.
- Escalate risks or complex cases promptly.
- Use de‑escalation techniques to manage challenging conversations.
- Stay up to date with changes to processes, products, and systems.
- Contribute positively to team culture and continuous improvement.
Training Program
From day one you’ll receive structured training and strong support. Your first week is full‑time to help you build confidence quickly, after which you’ll take on customer conversations with close guidance while continuously developing your skills.
Qualifications
Essential skills:
- Strong emotional intelligence and empathy.
- Excellent verbal and written communication skills.
- Ability to multitask across multiple systems and channels.
- Proficiency in using computer systems and adapting to new software with ease.
- Problem‑solving skills and sound judgement.
- Strong attention to detail, especially when handling customer data.
- A calm, professional approach under pressure.
- A customer‑first mindset and a positive, supportive attitude.
Desirable experience:
- Experience in customer service, retail, healthcare, or service‑based environments.
- Curiosity, adaptability, and openness to change.
- Experience handling customer conversations across digital or voice channels.
Work Schedule
Monday to Friday: 8:30 am – 6:30 pm
Saturday: 8:45 am – 5:00 pm
Sunday: 10:00 am – 5:00 pm
Shift patterns are designed to provide a healthy work‑life balance, with two full weekends off in a 4‑week rotation. Part‑time applicants must be able to work at least 25 hours per week and be available on weekends.
Benefits
- Boots Retirement Savings Plan.
- Discretionary annual bonus.
- Generous employee discounts.
- Enhanced maternity/paternity/adoption leave pay and gift card for those expecting or adopting a child.
- Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes, and more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
Equal Opportunity Employer
At Boots, we’re proud to be an equal‑opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we are committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
CX Advisor in City of Westminster employer: Boots UK
Boots is an exceptional employer that prioritises employee well-being and growth, offering a supportive training programme from day one to ensure you thrive in your role as a Customer Experience Advisor. With a strong commitment to work-life balance, generous benefits including retirement savings, employee discounts, and access to 24/7 counselling support, Boots fosters a positive and inclusive work culture where every team member can contribute meaningfully to our mission of being 'With you for life'.
StudySmarter Expert Advice🤫
We think this is how you could land CX Advisor in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Boots UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Boots UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Advisor in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Boots UK:Your cover letter is your chance to shine! Tell us why you want to work at Boots UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Boots UK!
How to prepare for a job interview at Boots UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
