Seasonal Customer Care Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Customer Support: Deliver timely and precise assistance by actively listening, addressing inquiries, and providing information about our products, campaigns, services, and business practices through various communication channels.

• Resolving Issues: Approach complaints with empathy and active listening, collaborating with retail and internal teams to identify professional and prompt solutions that meet customer needs.

• Sales Enhancement: Leverage your enthusiasm for the brand, Lush products, and ethical practices to guide customers through consultations, helping them make informed choices that promote growth.

• Record Keeping: Maintain updated records of customer interactions and contact details to ensure we deliver personalized and efficient service consistently.

• Data Security: Handle all personal data with care and security, strictly adhering to PCI compliance and privacy regulations, and completing annual training to safeguard our customers.

• Request Management: Effectively manage orders, returns, and requests, ensuring all systems are current for prompt fulfillment.

• Operational Support: Facilitate the smooth functioning of the department by assisting with refunds, reviews, fulfillment, and other critical daily tasks while collaborating with other departments.

• Team Collaboration: Partner closely with Digital, Tech Support, Digital Fulfillment, Manufacturing, Stores, Regulatory Affairs, and global teams to escalate issues and deliver optimal solutions.

• Professional Representation: Reflect Lush values and guidelines in every interaction, ensuring a memorable 5-star experience for everyone.

• Leading by Example: Set the benchmark for passion and ethics within the department through your daily actions and behaviors.

⛳️ Requirements

• Technologically Proficient: Navigate Google Suite, messaging platforms, and other systems with confidence on a laptop.

• Customer-Centric: Demonstrate a sincere passion for understanding customer needs and delivering a 5-star experience.

• Sales Driven: Contribute to business success through active listening and extensive product knowledge via phone, email, and chat.

• Team Player: Collaborate effectively to build strong relationships and foster a supportive, successful work environment.

• Communication Skills: Employ clear and concise verbal and written communication to assist customers and internal teams while building positive relationships.

• Empathetic Approach: Relate to customer concerns to resolve issues and enhance their connection with our brand.

• Organized: Maintain efficiency and organization to meet deadlines and prioritize customer inquiries effectively.

• Flexible: Adapt creatively when dealing with diverse personalities and changing situations, as Customer Care operates in a fast-paced environment.

• Brand Knowledge: Continuously expand your understanding of Lush's brand, ethics, and processes to support customers and your team.

• Global Teamwork: Collaborate and share insights with international colleagues to foster a supportive work atmosphere.

• Growth Mindset: Actively seek opportunities for learning and development, motivating others in the team to follow suit.

• Strong Work Ethic: Approach your role with dedication and enthusiasm daily, consistently striving for excellence.

🏝️ Benefits

• 25 days of annual leave plus bank holidays

• 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*

• Enhanced paternity leave*

• Bonus scheme

• Day off for birthdays that fall on weekdays

• Holiday purchase scheme

• 50% discount on Lush products and spa treatments

• Cycle to work scheme

• Discounted rail and bus season tickets

• Employee assistance program

• Wellbeing and mindfulness sessions

• Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause, and Neurodiversity communities.

• Customized gender-affirming care*