Senior Customer Care Operations Advisor Operations

Senior Customer Care Operations Advisor Manage and resolve customer escalations to protect brand reputation Location: London Job Tags: Operations About The Role Charlotte Tilbury Beauty

Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionized the face of the global beauty industry by decoding 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 fueled 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 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.