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About Charlotte Tilbury Beauty
Founded by British makeup artist and beauty entrepreneur Charlotte Tilbury MBE in 2013, Charlotte Tilbury Beauty has revolutionised the face of the global beauty industry by de-coding 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 fuelled 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 our success and help drive our limitless ambitions.

About the role

As a 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.

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.

As a Senior Customer Care Advisor you will

• Each team will have 1 Senior Agent to support with more senior level tasks and to deputise in the absence of leadership across all shift patterns (Multiple shift patterns across 7 days don’t have senior/TL coverage) such as evenings, weekends, earlies and ad-hoc times of AL or sickness.
• Each Senior agent will act as the first point of escalation for their team - Handling minor escalations, complaints and triaging any complex problem solving scenarios to TL or Manager.
• The Senior will update the daily task rota with any changes to task assignment, training times and updating any changes to cover throughout the days/weeks.
• Senior will provide daily stat updates to team on slack at start of each shift – morning, midday & evening, with their team & individual productivity targets.
• Senior can act as a buddy & floor walker for new starters in the office and remotely, completing agent job shadowing/reverse shadowing for daily tasks & channel management
• Senior will complete bulk emailing for backorders and shortages and any unplanned peak admin tasks
• Senior will review templated responses and the help centre on a regular basis to help deflect contacts
• 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
• Reply and engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, and YouTube
• Support 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

Who you will work with

• You will be reporting directly into the UK Customer Service Manager.

About you

• Have experience in a senior advisor role

• The ideal candidate will have operated within a similar role
• Fluent in Spanish, German, French is preferable but not essential
• This role will operate primarily 9AM– 6PM Monday- Friday however flexibility is required to cover evenings and weekend to meet the needs of the business during busier periods
• 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 interest in the beauty industry and an affinity for all things makeup
• Ability to speak additional language(s) are a plus (French/Spanish), but not required
• Understanding and commercial awareness of the total supply chain including supply and demand planning.
• Able to demonstrate examples of building and improving customer relationships

• Passionate about social media and experience working across a variety of brand platforms

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a #dreaamteam are key. Even though we have requirements our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated. Even if you don’t tick all the boxes – Apply anyway

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 fury 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 everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page