Henkel group
Customer Service Advisor
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About this Position
Henkel Beauty Care holds leading market positions worldwide and its Brand name product business is continuously developing. Operating within both Retail and Professional Industries, our Brands and products are used by widely every day.
The UK Supply Chain team covers Demand Planning, Logistics, Customer Service, and Customer Collaboration.
Role Overview
Reporting within the professional Customer Service team, this role is responsible for supporting daily customer service operations, ensuring efficient resolution of customer enquiries, and identifying opportunities to improve processes, service levels, and overall team performance.
What you'll do
- Manage customer complaints, claims, and case resolution, ensuring a high standard of customer service
- Handle inbound enquiries from internal and external customers via phone and email.
- Identify customer needs and deliver timely, effective solutions.
- Monitor and support claims and complaint cases managed through the Shared Service Centre.
- Collaborate cross-functionally with Sales, Logistics, Demand Planning, Marketing, and third-party logistics providers.
- Coordinate and process customer solutions, including credit notes, debit notes, and returns, ensuring compliance with company policies and approval processes.
- Examine customer accounts to identify recurring issues, detect trends, and recommend solutions.
- Accurately classify and allocate error reason codes to support reporting and continuous improvement.
- Analyse customer service trends and identify opportunities to enhance processes and performance.
- Maintain accurate records, ensuring all activities are conducted in line with company procedures, compliance standards, and best practices.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What makes you a good fit
- Strong communication skills, with the ability to build effective relationships with both internal and external stakeholders.
- Proficient in Microsoft Office applications; SAP experience is advantageous.
- Able to remain calm and professional in a fast-paced, high-pressure environment.
- Excellent time management skills and a proactive approach to problem-solving.
- Committed to delivering outstanding customer service and customer satisfaction.
- Experience within an FMCG environment and/or supporting a field-based sales team is desirable.
- Demonstrates a collaborative approach and the ability to work effectively across multiple functions.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Some perks of joining Henkel
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
- Annual Leave: 27 days plus 8 Bank Holidays
- Celebration vouchers
At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills