Customer Care Operations Advisor

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. With our easy-to-use, easy-to-choose, easy-to-gift icons, we’ve become one of the most talked-about beauty brands on the planet - and the magic is only growing.

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. Across the world, our Retail Teams and Magic Offices work hand-in-hand to shape the Charlotte Tilbury experience - from the glamour of London and the style capitals of Europe, to the energy of the Americas, the vibrant beauty hubs of the Middle East and the fast-growing innovation centres across APAC. Every region brings its own sparkle, culture and community, creating the unmistakable magic of Team Tilbury.

We’re bold. We’re disruptive. We’re powered by creativity, innovation and industry-leading tech. And as we continue to break records across countries, channels and categories, we’re looking for extraordinary talent to join us.

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.

Want a closer look at life at Charlotte Tilbury Beauty? Follow our LinkedIn page! For updates, stories, and behind-the-scenes moments.