At a Glance
- Tasks: Support customers with empathy across various channels like phone, email, and social media.
- Company: Join Boots, a leading health and beauty retailer committed to customer care.
- Benefits: Enjoy competitive salary, employee discounts, flexible benefits, and career growth opportunities.
- Other info: Structured training provided, with potential for career advancement within Boots.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: Strong communication skills and a customer-first mindset are essential.
The predicted salary is between 26775 - 27800 £ per year.
Start Date: From August 2026
Contract: Fixed Term until December 2026 (with possibility of extension)
Salary: £25,652.88
Working hours: 25 - 37.5 hours
Our operating hours are: Monday to Friday 8:30am to 6:30pm, Saturday 8:45am to 5pm, Sunday 10am to 5pm
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.
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
Where your brilliance can take you: The skills you develop as a CX Advisor can take you anywhere within Boots. Whether you want to explore different teams or progress into new roles, we'll support you to help you grow your career in the direction that inspires you.
Rewards designed for you:
- 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.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday.
A bit about us: 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're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
What's next? If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best. This role requires the successful candidate to complete a pre-employment check after receiving an offer. Depending on your location, you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable Groups) or an Access NI Check. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon. Be brilliant with Boots.
Customer Experience (cx) Advisor employer: Boots
Boots is an exceptional employer, offering a vibrant work culture in Glasgow where you can thrive as a Wellness Solutions Advisor. With comprehensive training and opportunities to complete a Healthcare Training Programme, you'll be empowered to grow your skills while making a meaningful impact on customers' health and wellness journeys. Join a supportive team that values your contributions and fosters personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience (cx) Advisor
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Boots and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Boots and let us see your personality shine through!
We think you need these skills to ace Customer Experience (cx) Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Boots.
Get Familiar with Our Brand:Before applying, take some time to learn about Boots and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Boots
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Boots.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Boots will surely appreciate.
