Senior Customer Care Operations Advisor

Charlotte Tilbury Beauty

Senior Customer Care Operations Advisor for Charlotte Tilbury Beauty ensuring excellent customer service across multiple channels. Communicating with customers and resolving inquiries efficiently.

Posted 6/5/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

The ideal candidate will have operated within a similar role
Fluent in Spanish, German, French is preferable but not essential
This role will operate on the shift patterns mentioned above 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

Benefits

Comp & perks

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 furry friend to work with you on our allocated dog friendly days and spaces
And not to forget our generous product discount and gifting!

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

communication skillscustomer-centricresilientproactiveself-motivateddata-drivendetail-orientedsolution findingteam performance monitoringcustomer relationship building