Senior Customer Care Operations Advisor

Senior Customer Service Advisor

Charlotte Tilbury Beauty is seeking a Senior Customer Service Advisor with exceptional customer service skills and a professional work ethic to provide an outstanding brand experience. You will be confident in solving customer queries across omnichannels (email, telephone, live chat) and adept at moderating online conversations as the face and voice of our brand.

About the Role:

• 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 order assistance to support e-commerce sales goals.
• Work towards 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 within 48 hours of receipt.
• Serve as the brand’s front line for product or brand issues, escalating as appropriate.
• Liaise with the warehouse to resolve web order delivery and logistics queries.
• Support the department in achieving business KPIs (queries actioned, customer response time, complaints to appreciations).
• Coordinate with relevant departments to ensure tone of voice and brand consistency across community communications.
• 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.
• Handle and oversee customer escalations, ensuring timely and effective resolution.
• Provide regular updates to management on outstanding tasks and issues.
• Complete ad hoc administrative or operational tasks to support team efficiency.

About You:

• Proven experience in a similar customer service advisor role.
• Fluent in Spanish, German, or French is preferable but not essential.
• Excellent verbal and written communication skills with strong editorial capabilities.
• Customer-centric, resilient, and passionate about service and systems.
• Strong people skills, proactive and self-motivated.
• Data-driven and detail-oriented with a passion for solution finding.
• Strong interest in the beauty industry and makeup.
• Ability to speak additional languages is a plus.
• Understanding of the total supply chain, including supply and demand planning.
• Demonstrated experience in building and improving customer relationships.
• Passionate about social media and experience across various brand platforms.

Work Schedule:

• Hybrid work model: 3 days in the office, 2 days remote.
• Rotating weekly shift patterns: Early (8:00 am – 4:30 pm), Core (9:30 am – 6:00 pm), Late (11:30 am – 8:00 pm).
• Requires working 1 in 6 weekends on a core shift.

Why Join Us?

• Be part of a values-driven, high-growth, magical journey.
• Hybrid model with flexibility.
• 25 days holiday (plus bank holidays) and a birthday day off.
• Inclusive parental leave policy.
• Pension and life assurance.
• Wellness and social benefits (Medicash, Employee Assist Programs).
• Dog-friendly office days.
• Generous product discount and gifting.