Advisor, Customer Service​/HelpDesk, Customer Service Rep

Start Date: From September 2026

Contract: Fixed Term until 31 December 2026 (with possibility of extension)

Salary: £25,652.88

Working hours: 25 - 37.5 hours

• 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 consider part‑time applicants who can work at least 25 hours per week and are available on weekends.

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, Whats App, live chat, and social media — making sure every customer feels heard and supported in a fast‑paced, evolving environment.

You’ll help customers with a wide range of queries, from  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.

• Deliver empathetic, high‑quality support across phone, email, Whats App, 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

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.

• 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

• 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

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.

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting…