Customer Care Consultant - Mat Cover

Customer Care Consultant
- Mat Cover

Department: IT Business Core Systems

Employment Type: Fixed Term
- Full Time

Location: Office, Bristol

Compensation: £28,122 / year

At ELEMIS, our people are at the heart of everything we do. As a globally recognised British skincare brand, our success is built on passion, innovation, and excellence. Our Marketing teams play a critical role in bringing this to life—shaping how our brand is experienced across every touchpoint, from product storytelling to global campaigns. Working at the intersection of creativity and commercial impact, they are instrumental in driving growth, elevating our brand, and connecting with customers around the world.

We’re looking for a Customer Care Consultant to join our team, providing a seamless, luxury-level service across every customer touchpoint.

Are you passionate about delivering exceptional customer experiences? Do you thrive on solving problems, building rapport, and going the extra mile? If so, we’d love to hear from you.

We have a role in our team for a Customer Care Consultant- 12 Month Maternity cover as we begin to directly service our customers in Europe. The role of the Customer Care Consultant is to deliver a supportive, luxury service to our customers by answering all inbound calls and queries across all channels (phone, live chat, and email). Key activities could include making bookings, placing orders, dealing with enquiries, complaints, and reactions.

You will also be making effective product and treatment recommendations to ensure our customers have the best possible experience aligned to our brand values.

You will report to the Team Leader and be supported by a friendly team of Customer Care colleagues. This role is a Full Time (40 hours per week) opportunity. Shift times can vary and we do have flexibility with this: some days you might work 9am - 5:30pm and other days could be 10am - 6:30pm. We work with a Hybrid model, which means you will work three office days based on site in Filton, Bristol and two days working from home.

Customer Care:

• Answer all calls, live chat and emails within the agreed timescales.
• Ensure all calls, live chats, emails and bookings are made accurately.
• Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
• Make outgoing calls when requested to customers including spa booking confirmations.
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.

Brand Ambassador:

• Perform online and offline lifestyle consultations according to customer requirements.
• Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
• Educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.
• Upsell and cross sell to the advantage of the company and the client.

Organisation:

• Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and elevate where necessary.
• Actively record internal notes on all systems.
• Action, log and record product reactions following company procedures.
• Ensure that all GDPR and Data protection is followed.

• GCSEs in Maths and English grades A-C or equivalent
• Contact/call centre experience preferred
• Fluent in English language, additional languages are a bonus
• Good customer service skills in a similar role an advantage
• Retail/Sales experience an advantage
• Good administrational skills
• General computer literacy and knowledge of office equipment
• Good numerical skills

• Be part of a team that values empathy, quality, and customer excellence
• A supportive environment with ongoing coaching and training
• Generous staff discount on ELEMIS products and spa treatments, plus L’OCCITANE Group brands
• Enhanced parental leave policies
• Income Protection and Life Assurance
• 27 days holiday plus your birthday off
• Company pension scheme
• Employee Assistance Programme
• Cycle to Work Scheme, Season Ticket Loan, and service awards