Location
London

Hours
This role operates on three different shift patterns, which rotate weekly to meet 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. This position offers a hybrid working model, currently requiring attendance in the office 2 days per month. Please note hybrid arrangements may change depending on business needs.

Salary
Not specified

About the Role
Founded in 2013 by world-renowned makeup artist Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with a mission to empower everyone to look and feel like the most confident version of themselves. As a Customer Care Operations Advisor, you will deliver exceptional customer service across omnichannels including email, telephone, and live chat, providing outstanding brand experiences.
You will confidently solve customer queries, adapt to changing departmental needs, and work on varied tasks throughout the day to meet SLAs. Attention to detail and problem-solving skills are essential, as is a team-oriented mindset focused on delivering "Tilbury Loving Care."
This role requires a strong understanding of the brand and products to offer expert advice and consultation. Reporting directly to the UK Customer Care Operations Team Leader, you will collaborate closely with stakeholders across the business.
Key responsibilities include:
- Communicating courteously and efficiently with customers via email and live chat
- Resolving enquiries effectively and timely, meeting department SLAs
- Providing product information and order assistance to support e-commerce sales goals
- Handling escalated or complex customer issues to ensure every customer feels heard and supported
- Working towards daily individual and team goals aligned with the business operating plan
- Processing and reviewing website orders and back orders via the ERP system
- Executing customer return requests, issuing refunds or credit notes within 48 hours of receipt
- Being adaptable and reactive to departmental needs
- Serving as the brand’s frontline for product or brand-related issues and escalating as needed
- Liaising with the warehouse to resolve delivery and logistics queries
- Supporting the department in achieving KPIs including queries actioned, customer satisfaction, response time, and complaint management

Experience
Experience in a similar customer care or operations role is preferred.

About you
- Fluent in Spanish, German, or French is preferable but not essential
- Excellent verbal and written communication skills with strong editorial confidence
- Customer-centric, resilient, and passionate about service and systems
- Proactive, self-motivated, and strong people skills
- Data-driven and detail-obsessed with a passion for finding solutions
- Strong administrative skills are essential
- Genuine interest in the beauty industry and affinity for makeup
- Ability to speak additional languages (French/Spanish/German) is a plus but not required
- Demonstrable experience in building and improving customer relationships
- Comfortable working in a fast-paced, dynamic, and evolving environment with agility and ambition

Qualifications
No specific qualifications are required; however, a passion for excellence, customer service, and continuous improvement is essential.