Customer Experience Associate

Who you are

• An obsession with delivering exceptional customer experience
• An ability to build rapport quickly and adapt to different customers
• A can-do attitude, incredible attention to detail and a true problem solver
• Ability to write quickly, with perfect spelling and grammar, in our brand tone of voice
• You will be entrepreneurial in nature and have a problem-solving mindset
• Ideally, you would have experience working with customer services ticketing systems, but this is not essential
• Experience within the health, beauty or fashion industry is preferable
• A sense of humour—it’s serious work with plenty of fun!

What the job involves

• As a member of the Customer Experience Team, you will act as the interface between our customers and the various other teams at Skin + Me. You will take customer feedback and your own ideas to help drive positive change across the entire business as we scale. You’ll be working across all our brands: Skin + Me, Hair + Me and Renew + Me
• As a Customer Experience Associate, you will be the voice of Skin + Me to our consumers, and the voice of consumers to Skin + Me
• Deal with customer queries and solve problems via email and social media in a timely manner
• Report to the Customer Experience Team Lead and help implement new processes, identify gaps and suggest solutions to improve the customer experience
• Identify customer trends and feed these back to the company
• Liaise with other teams to resolve complex customer queries efficiently
• Work alongside the Prescribing Team to get the best possible outcomes for customers
• Monitor and optimise the help centre FAQs
• Work full time, five days a week, including Saturday and Sunday on a rota. This may include Bank Holidays

Benefits

• 25 Days Holiday (+ all the usual Bank Holidays) - It's important to take a break and recharge, that's why we offer a generous holiday allowance
• Free Breakfast & Lunch - It’s important you are well fueled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
• Hybrid Working Policy - We are all remote on Wednesday and Thursday. When we are in the office, our core hours are 10-4. If you're an early bird you can do 7-4, and if you're a night owl 10-7. Need more flexibility around your life? Just let us know
• Equity - We offer a competitive salary and a generous share award package that means every employee has a stake in the business. We really are all in this together
• Healthcare Cash Plan - Taking care of your physical & mental health is important. That’s why you’ll be able to claim money back for dental, optical and physio costs, alongside 24/7 access to mental health support and more
• Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
• Workplace Nursery Benefit - For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month
• Development Budget - £500 per person, per year for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it
• Plus the usual suspects - You’ll get discounted skincare for you, and 10 friends + family, too. You can also take advantage of our cycle to work scheme, a generous employee referral scheme and a dog-friendly office