About Charlotte Tilbury
Charlotte Tilbury Beauty, founded in 2013 by renowned makeup artist Charlotte Tilbury MBE, has revolutionized the global beauty industry. With a mission to empower everyone to achieve their best look, the company offers an extensive range of makeup and skincare products. Known for its innovative approach and exceptional growth, Charlotte Tilbury Beauty operates in over 50 markets and employs more than 2,300 people worldwide. The company prides itself on a culture of challenge, innovation, and collaboration.
Job Description
Title: Customer Care Operations Advisor
Location: London, England, United Kingdom
Work Schedule: Full-Time, Hybrid (3 days in office, rotational shifts including 1 in 6 weekends)
Role Overview:
Charlotte Tilbury is seeking a Customer Care Operations Advisor who excels in delivering exceptional customer service across various channels including email, telephone, and social media. This role involves engaging with customers, providing product information, processing orders and returns, and supporting the company’s e-commerce goals. The ideal candidate will be a proactive problem-solver with excellent communication skills and a deep understanding of the beauty industry.
Responsibilities:
- Communicate courteously and efficiently with customers via email and telephone.
- Resolve customer inquiries effectively and in a timely manner, meeting department SLAs.
- Provide product information and assist with order processing to support e-commerce sales goals.
- Work towards daily individual and team targets.
- Process website orders and returns, issuing appropriate refunds and credit notes.
- Act as the brand’s frontline for product-related issues, escalating when necessary.
- Liaise with the warehouse to resolve order delivery and logistics queries.
- Engage with customers on social media platforms including Facebook, Twitter, Instagram, and YouTube.
- Support the department in achieving business KPIs.
- Maintain brand consistency and exceptional customer service across all communications.
Skills and Qualifications:
- Minimum 2 years of experience in a similar role.
- Strong verbal and written communication skills.
- Customer-centric and passionate about improving the customer experience.
- Proactive, self-motivated, and able to build strong customer relationships.
- Data-driven with a keen attention to detail.
- Strong interest in the beauty industry.
- Experience with Zendesk and other CRM systems is desirable.
- Fluent in Spanish, German, or French is a plus, but not essential.
Compensation:
- Generous staff discount and monthly product gifting.
- 25 days of holiday plus bank holidays.
- Hybrid, flexible working arrangements.
- Dog-friendly office on specific days.
- Access to various discounts and benefits through Tilbury Treats.
- Life assurance, birthday leave, and pension contributions.
Equal Opportunity Statement:
Charlotte Tilbury is committed to creating a diverse and inclusive workplace. They encourage applicants from all backgrounds, cultures, voices, beliefs, and perspectives to apply, supporting a better service to their communities, customers, and employees.
Application Process:
To join the Charlotte Tilbury Dream Team and be part of a high-growth, innovative company, click the “APPLY HERE” button to submit your application today!
