Wellness Specialist in London

As a Wellness Specialist my role is to deliver excellent complete care, giving advice on our wellness products, allowing our customers to make informed choices about their health. This role delivers exemplary care in our wellness business to help our customers' wellbeing to thrive.

Customer Interactions

• Use HUG to deliver person‐centred care with my colleagues and customers, including offering digital solutions e.g., Health Hub, Boots App, Order & Collect etc.
• Leverage experience and training to confidently take every opportunity with customers to create solutions that are right for them, and share this learning with store colleagues to support overall customer experience.
• Support customers with lifestyle changes and complete care solutions through great conversations.
• Build customer loyalty by showing empathy and developing a warm rapport with every customer.
• Ensure interactions feel natural and unscripted, delivering an experience that inspires customers to buy by providing trusted advice.
• Spend all time within the wellness area of the store, being visible and approachable to customers.
• Stay passionate about wellness trends and keep up‐to‐date on social media.

Business Performance

• Drive wellness sales by delivering an exceptional customer experience.
• Understand how Boots' products and services compare with competitors, using this knowledge to build loyalty with customers.
• Be passionate and curious about new product launches, driving performance in the store.
• Take ownership of contribution to the store's overall wellness performance.
• Act as an ambassador for wellness in the store, sharing passion with colleagues and customers to drive loyalty and engagement.
• Use HUG with every customer to ensure maximising every interaction to meet individual targets.
• Consistently deliver individual sales targets.

Operational Excellence

• Follow the latest operational guidance to company standards to meet customer and business needs.
• Work in a safe, legal and compliant way so that the store runs brilliantly.
• Maintain area of the store to the highest standards.
• Be fully compliant with all training, sharing learnings with colleagues and driving training compliance across the store.

Skills Required

• Energetic and passionate about finding the best solutions for customers.
• Curious about customers and their holistic health and wellbeing.
• Commercially driven and focused on delivering a great customer experience.
• Empathetic, approachable and able to interact sensitively.
• A team player that loves to contribute to the team and store's success.
• Comfortable with embracing technology and the omnichannel offering.
• An ambassador for the Boots brand and healthcare, eager to learn about everything health.

Knowledge & Experience Requirements

• A strong understanding of health, wellness, and lifestyle products, with the ability to translate this knowledge into trusted advice for customers.
• Experience in delivering high‐quality, person‐centred customer care – ideally within retail, healthcare, or a service‐focused environment.
• Confident in using digital tools and platforms to enhance the customer experience (e.g., Boots App, Health Hub).
• Demonstrated ability to meet or exceed individual sales or service targets through meaningful customer conversations.
• Experience of sharing knowledge and best practice with colleagues to improve team performance.
• A genuine interest in current wellness trends and developments, and enthusiasm for continuous learning in this space.