What Jobs are available for Customer Service Roles in Coulsdon?

• Manage the onboarding process for new suppliers
• Ensure updated product specifications are obtained for label reprints and check for any necessary updates
• Monitor packaging stock levels and coordinate with suppliers to ensure supply chain continuity
• Create and ensure SSCC labels are agreed upon with suppliers
• Provide additional support to the customer service team during busy periods to ensure a high level of service
• Handling customer queries over telephone and email
• Handle customer complaints and compensation, ensuring resolutions meet company standards
• Ensuring supplier certifications are up to date
• Support cross-functional requests for product launch and quality

• To have experience within a customer service role.
• Knowledge of EUFIC Regulations/Allergen Labelling would be beneficial
• Excellent attention to detail and ability to manage multiple tasks and deadlines.
• Strong communication skills to liaise effectively with internal teams, suppliers, and external stakeholders.
• Proficiency in project management

• Be part of a growing mission-led business dedicated to better serve people & planet
• Friendly, enthusiastic, like minded team - vibrant office working environment
• Flexible working hours (start between 8.30-10am finish between 4.30-6pm)
• Hybrid working model (3-days per week in-office and 2 days from home)
• Real opportunities to grow in your career and develop your skills as we scale the company
• Free product samples and new product testing sessions

• Hands-on Problem-Solving - Your diverse skillset will be put to the test as you tackle a range of maintenance tasks, from limited plumbing to hanging doors, making good, installing new skirting, and even tiling.
• Exceptional Customer Service - You'll be the friendly face and voice that our customers rely on, providing top-notch support and ensuring their satisfaction throughout the process.
• Immediate Start - This role is available for an immediate start, so you can dive right in and make a difference from day one.

• Experience in a similar customer-facing maintenance role, with a proven track record of delivering high-quality work.
• Proficiency in a range of handyman skills, including plumbing, carpentry, and tiling.
• Excellent communication skills, with the ability to liaise effectively with customers and colleagues.
• A keen eye for detail and a commitment to maintaining high standards of workmanship.
• A valid driving license and the ability to navigate the local area with ease.

• Relevant trade qualifications or certifications in areas such as plumbing, carpentry, or tiling.
• Previous experience working in the construction or real estate industry.
• A customer service-focused mindset and a genuine passion for problem-solving.

As a Customer Care Maintenance Operative, you'll be the go-to problem-solver, ensuring our homeowners' needs are met with efficiency and care.

Bullet Points

• Customer Care Maintenance Operative
• 17.00 to 19.00 per hour
• permanent role

Full Job DescriptionImagine yourself as the crucial link between our clients' residential development projects and our valued customers. As a Customer Care Maintenance Operative, you'll be the go-to problem-solver, ensuring our homeowners' needs are met with efficiency and care.

Based in our Kent and Sussex head office, thispermanent role offers a competitive salary range of 17.00 to 19.00 per hour, along with a company van and uniform.

• Hands-on Problem-Solving - Your diverse skillset will be put to the test as you tackle a range of maintenance tasks, from limited plumbing to hanging doors, making good, installing new skirting, and even tiling.
• Exceptional Customer Service - You'll be the friendly face and voice that our customers rely on, providing top-notch support and ensuring their satisfaction throughout the process.
• Immediate Start - This role is available for an immediate start, so you can dive right in and make a difference from day one.

Preferred Requirements

• Experience in a similar customer-facing maintenance role, with a proven track record of delivering high-quality work.
• Proficiency in a range of handyman skills, including plumbing, carpentry, and tiling.
• Excellent communication skills, with the ability to liaise effectively with customers and colleagues.
• A keen eye for detail and a commitment to maintaining high standards of workmanship.
• A valid driving license and the ability to navigate the local area with ease.

Preferred Qualifications

• Relevant trade qualifications or certifications in areas such as plumbing, carpentry, or tiling.
• Previous experience working in the construction or real estate industry.
• A customer service-focused mindset and a genuine passion for problem-solving.

About Charlotte Tilbury Beauty
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

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.

As a Customer Care Operations Advisor you will

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 languages are a plus French, Spanish, German, but not required
• Able to demonstrate examples of building and improving customer relationships

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 fury 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 everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

The Role:

This role will operate on three different shift patterns, which will rotate weekly to meet the needs of the business. We offer a hybrid style of work, only requiring you to work in the office for 3 days on your core shift.

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.

Role Accountabilities:

As Senior Customer Service 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.

Previous experience as a customer service advisor and working across social media platforms such as YouTube, Instagram, Facebook and Twitter are a massive plus. You should be a ‘people person’ with great customer service skills and the ability to effectively moderate online and offline conversations within our community. You are excited to act and communicate with followers as the face and voice of our brand and manage community conversations via all channels.

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 Service Manager and work closely with all stakeholders within the business.

• Communicate with customers courteously and efficiently by email and telephone
• 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
• 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
• 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 response time, complaints to appreciations
• Coordinate relevant departments to ensure tone of voice and brand consistency across community communications, whilst maintaining exceptional levels of customer service and professionalism
• Act as a liaison between the Customer Care team and Team Leaders, ensuring smooth communication and alignment.
• Monitor team performance and identify opportunities for improvement in productivity, quality and adherence to targets.
• Handle and oversee customer escalations ensuring resolution is timely, effective and in line with company standards.
• Provide regular updates to management on outstanding tasks, tickets or issues that require attention.
• Complete ad hoc administrative or operational tasks assigned by management to support team efficiency and workflow.

Reporting Relationships:

·    You will be reporting directly into the UK Customer Care Operations Manager.

Requirements

Key Selection Criteria:

• The ideal candidate will have operated within a similar role
• Fluent in Spanish, German, French is preferable but not essential
• This role will operate on the shift patterns mentioned above however flexibility is required to cover evenings and weekend to meet the needs of the business during busier periods
• 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 interest in the beauty industry and an affinity for all things makeup!
• Ability to speak additional language(s) are a plus (French/Spanish), but not required
• Understanding and commercial awareness of the total supply chain including supply and demand planning.
• Able to demonstrate examples of building and improving customer relationships

·    Passionate about social media and experience working across a variety of brand platforms

Benefits

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a global #dreaamteam are key. Even though we have requirements, our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated.

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 fury 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 everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!

About Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding makeup applications for everyone, everywhere, with an easy-to-use, easy-to-choose, easy-to-gift range. Today, Charlotte Tilbury Beauty continues to break records across countries, channels, and categories and to scale at pace.

Over the last 10 years, Charlotte Tilbury Beauty has experienced exceptional growth and is one of the most talked about brands in the beauty industry and beyond. It has become a global sensation across 50 markets (and growing), with over 2,300 employees globally who are part of the Dream Team making the magic happen.

Today, Charlotte Tilbury Beauty is a truly global business, delivering market-leading growth, innovative retail and product launches fuelled by industry-leading tech — all with an internal culture of embracing challenges, disruptive thinking, winning together, and sharing the magic. The energy behind the bran­d is infectious, and as we grow, we are always looking for extraordinary talent who want to be part of this our success and help drive our limitless ambitions.

About the role

As Customer Care Operations and Social Community Coordinator, you will have exceptional customer service skills, experience and interest working within social media platforms, a professional work ethic, and a willingness to go above and beyond to achieve performance. Our ideal candidate has exceptional oral and written communication skills and is able to respond and develop engaging & unique response content. Previous experience working across social media platforms such as YouTube, Instagram, Facebook, and TikTok is a massive plus. Prior experience working with a social media scheduling tool would also be beneficial. You should be a ‘people person’ with great people skills and the ability to effectively moderate online and offline conversations within our community. Ultimately, you should be excited to act and communicate with followers as the face and voice of our brand and manage all community conversations. You will be responsible for the development of best-in-class tone of voice. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers and the social community.

As a Customer Care Operations & Social Community Coordinator you will

• Reply & engage with our members on our Social Media channels including Facebook pages, Instagram, YouTube and Tik Tok. • Work within our social media scheduling tools Brand Bastion and Dash Hudson to reply to customers and compile analytics to identify successes and possible opportunities for development.

• Meet KPIs such as average response time and daily performance target metrics.

• Coordinate with the social media and marketing to ensure tone of voice and brand consistency across community communications.

• Work cross-functionally with other departments including Product Marketing, Education and Sales to stay up to date on new product releases and features.

• Build relationships with customers, potential customers and industry professionals.

• Stay updated with digital technology, social media trends and world news.

• Advocate for our members by tracking trends and feedback, backed by data, to present to relevant teams to continually improve our customer experience.

• Exercise discretion when encountering urgent or escalated issues and reporting as appropriate.

• Keep an ear to the ground, think of new and engaging ways to promote CT and our genius products.

• Ensure all inquiries are resolved effectively and in a timely manner.

• Provide product information and offer order assistance to help the ecommerce department achieve sales goals.

• Work toward daily individual and team goals.

• Support the wider Customer Care team daily with adhoc tasks.

• Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods. • 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 questions.

• Support Customer Care in peak times to communicate with customers courteously and efficiently via email and Live Chat.

• Ensure all inquiries are resolved effectively and in a timely manner.

Who you will work with

You will be reporting directly into the Social Customer Care Operations Team Leader, and will also be working closely with our Social Community Manager.

About you

• The ideal candidate will have operated within a similar role with minimum 2 years of experience.

• Past work experience in a community role (ideally for an e-commerce brand) is a plus.

• Passionate about social media and experience working across a variety of brand platforms.

• 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.

• Ability to identify and track relevant community/customer service and engagement metrics with a knowledge of online marketing and how to interpret website traffic.

• Data-driven and detail-obsessed with strong problem-solving abilities.

• A bachelor’s degree in communications or another relevant field.

• Strong interest in the beauty industry and a love for all things makeup!

• Keen attention to detail and an ability to multi-task.

• Knowledge of Customer Care and Social Platforms. Ideally NetSuite, Zendesk, Brand Bastion and Dash Social is a plus!

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 fury 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 everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.