At a Glance
- Tasks: Support customers with empathy across phone, email, and social media.
- Company: Join Boots, a leading health and beauty retailer committed to customer care.
- Benefits: Enjoy competitive salary, employee discounts, and flexible benefits.
- Other info: Structured training provided, with opportunities for career growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 24000 - 26400 £ per year.
Start Date: From June 2026
Contract: Fixed Term until 31 August 2026 (with possibility of extension)
Salary: £25,652.88
Working hours: 25 - 37.5 hours
Our operating hours are:
- Monday to Friday 8:30 am to 6:30 pm
- Saturday 8:45 am to 5 pm
- Sunday 10 am to 5 pm
Shift Patterns: Our shift patterns are designed to provide a healthy work‑life balance. You will enjoy two full weekends off in a 4‑week rotation. For example:
- Week 1: 44 hours spread across 6 days
- Week 2: 31 hours over 4 days.
We are only able to consider part‑time applicants who can work at least 25 hours per week and are available on weekends.
About the role
Do you love helping people and creating positive experiences? As a CX Advisor at Boots, you’ll bring our "With you for life" mission alive by supporting customers with empathy, confidence, and care. You’ll handle conversations across phone, email, WhatsApp, live chat, and social media – making sure every customer feels heard and supported in a fast paced, evolving environment.
What you’ll be doing
- You’ll help customers with a wide range of queries, from Boots.com orders to Advantage Card and healthcare services.
- You’ll take ownership of each interaction, listen actively, and provide clear solutions that leave customers feeling more confident than when they first reached out.
- During peak periods, you’ll manage 80+ calls a day, alongside digital conversations across our other channels, balancing excellent customer outcomes with agreed performance measures.
Key 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 and 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
Our Training Program!
You’ll receive structured training and strong support from day one. Your first week is full time (regardless of contracted hours) to help you build confidence quickly. You’ll start taking customer conversations with close guidance, where you’ll continue developing your skills with support always on hand.
Qualifications and requirements
What you’ll need to have (our must haves)
- Strong emotional intelligence (EQ) and empathy
- Excellent verbal and written communication skills
- Ability to multi‑task 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
It would be great if you also have:
- 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
Rewards and benefits
- Boots Retirement Savings Plan
- Discretionary annual bonus
- Generous employee discounts
- Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
- Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
We are 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. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑by‑case basis.
Customer Experience (cx) Advisor employer: Boots
Boots is an exceptional employer that prioritises employee well-being and development, offering a supportive work culture where every team member is valued. With flexible shift patterns that promote a healthy work-life balance, comprehensive training programmes, and generous benefits including discounts and a retirement savings plan, Boots fosters an environment where employees can thrive and grow in their careers while making a meaningful impact on customer experiences.
