At a Glance
- Tasks: Provide exceptional customer service and solve queries across email, phone, and live chat.
- Company: Join the dynamic team at Charlotte Tilbury Beauty, a global beauty phenomenon.
- Benefits: Enjoy flexible hybrid work, 25 days holiday, and generous product discounts.
- Other info: Work in a vibrant environment with opportunities for growth and creativity.
- Why this job: Be part of a mission to empower everyone to feel confident and beautiful.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 22050 - 26950 £ per year.
About Charlotte Tilbury Beauty Founded in 2013 by world‑renowned makeup artist and beauty entrepreneur Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with one mission to empower everyone, everywhere to look and feel like the most confident version of themselves. Today, we're a global beauty phenomenon, scaling at record speed across 50+ markets with over 3,000 Dream Team members bringing the Tilbury magic to life every single day.
About The Role As a Customer Care 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. You will need to be adaptable and reactive to the changing needs of the department, working on different tasks throughout the day to meet SLAs. You will have a keen eye for detail and be a natural problem solver. You will be a team player, striving to achieve our shared goal; Tilbury Loving Care! 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 Care Operations Team Leader and work closely with all stakeholders within the business. This role will operate on three different shift patterns, which rotate weekly to meet the needs of the business. We offer a hybrid style of work, currently only requiring you to work in the office 2 days per month, on a core shift. Please note that our hybrid working arrangements may change depending on business needs.
- 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.
As a Customer Care Operations Advisor you will:
- Communicate with customers courteously and efficiently by email and live chat
- 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
- Handle escalated or complex customer issues, ensuring every customer feels heard and supported
- 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
- Be adaptable and reactive to the changing needs of the department
- 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 satisfaction, customer response time, complaints to appreciations
Who You Will Work With You will report directly into the UK Customer Care Operations Team Leader.
About You The ideal candidate will have operated within a similar role. Fluent in Spanish, German or French is preferable but not essential. 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 administrative skills are essential. Strong interest in the beauty industry and an affinity for all things makeup! Ability to speak additional language(s) are a plus (French/Spanish/German), but not required. Able to demonstrate examples of building and improving customer relationships.
Charlotte Tilbury is a fast‑paced, dynamic and ever‑evolving environment where agility, ambition and a passion for excellence help our teams thrive. We look for people who want to grow, innovate and be part of a truly global #DreamTeam. While we outline the experience and skills we believe set candidates up for success, they're a guide - not a barrier. If you can demonstrate the capabilities needed for the role, we'd love to hear from you, whether you have more or less experience than listed.
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 furry 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 everyone, everywhere, to feel like the most beautiful and confident version of themselves. We bring this to life by welcoming people from diverse backgrounds, cultures, identities, and perspectives into our global team. A workforce that reflects the world around us helps us better serve our communities, our customers, our colleagues, and every candidate who takes part in our recruitment process.
Customer Care Operations Advisor in London employer: Charlotte Tilbury Beauty
Charlotte Tilbury Beauty is an exceptional employer that fosters a dynamic and inclusive work culture, empowering employees to innovate and grow within a fast-paced environment. With a strong commitment to employee well-being, the company offers flexible hybrid working, generous holiday allowances, and unique perks like dog-friendly days, all while championing diversity and creativity. Joining the #DreamTeam means being part of a global beauty phenomenon where your contributions directly impact the brand's mission to inspire confidence in everyone, everywhere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Operations Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Charlotte Tilbury Beauty. 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 Charlotte Tilbury Beauty 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 Customer Care Operations Advisor in London
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 Charlotte Tilbury Beauty:Your cover letter is your chance to shine! Tell us why you want to work at Charlotte Tilbury Beauty 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 Charlotte Tilbury Beauty!
How to prepare for a job interview at Charlotte Tilbury Beauty
✨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.
