Please note: This is an internal only opportunity. We may close this vacancy early if we receive an overwhelming response or our business requirements change.

Key Responsibilities

• Assisting Customers: Provide prompt, accurate assistance by actively listening, resolving inquiries, and sharing information about our products, campaigns, services and business practices through our communication channels.
• Complaint Resolution: Handle complaints with empathy and active listening whilst working with retail and internal teams to find professional and timely solutions that satisfy our customers.
• Driving Sales: Use your passion for the brand, Lush products and ethics to guide customers through consultations, helping them make informed decisions that drive growth.
• Maintaining Records: Keep customer interactions and contact details up-to-date to ensure we provide personalised and efficient service every time.
• Data Privacy: Treat all personal data with respect and security. Adhere strictly to PCI compliance and privacy laws, completing annual training to keep our customers safe.
• Processing Requests: Efficiently manage orders, returns, and requests, ensuring all systems are updated for timely fulfillment.
• Daily Operations: Support the smooth running of the department by assisting with refunds, reviews, fulfilment and other essential daily tasks, working alongside other departments.
• Collaboration: Work closely with Digital, Tech Support, Digital Fulfilment, Manufacturing, Stores, Reg Affairs and global teams to escalate issues and provide the best possible solutions.
• Professionalism: Embody Lush values and guidelines in every interaction, ensuring a positive 5-star journey for everyone.
• Leading by Example: Set the standard for passion and ethics within the department through your daily actions and behaviours.

Skills, Knowledge and Expertise

• Tech Savvy: Confidently navigate Google Suite, messaging, and other systems using a laptop. Don't worry we'll provide full systems training when you start!
• Customer First: Show a genuine passion for understanding customer needs and delivering a 5-star experience.
• Sales Growth: Drive business success through active listening and expert product knowledge across phone, email, and chat.
• Teamwork: Collaborate effectively to build strong relationships and foster a cooperative, successful work environment.
• Communication: Use clear, concise verbal and written skills to guide customers, and internal teams, and build positive relationships across all communication channels.
• Empathy: Connect with customers' concerns to resolve issues and strengthen their relationship with our brand.
• Time Management: Stay organised and efficient to meet deadlines and prioritise customer inquiries effectively.
• Adaptability: Stay flexible and creative when handling different personalities and changing situations, Customer Care is a fast paced environment.
• Brand Expert: Continue to develop a solid understanding of Lush brand, ethics, and processes to support customers and your team.
• Global Collaboration: Share information and work alongside international colleagues to maintain a supportive work environment.
• Personal Development: Proactively seek opportunities to learn and grow, inspiring others in the team to do the same.
• Work Ethic: Bring dedication and enthusiasm to your role every day, continually striving for excellence.

Benefits

• 25 days holiday 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 weekday birthdays
• Holiday purchase scheme
• 50% discount on Lush products and spa treatments
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme

There’s a big difference between "Flexible Working " (the legal minimum) and working flexibly. What that looks like varies from role to role and location to location. We actively welcome conversations about what working flexibly could mean and look like for you.

We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.

Wellbeing & 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.

Tailored gender affirming care*

Qualifying period/hours required*

We believe that your information is yours and that it is Lush's responsibility to process your personal information in a secure, fair and accurate manner. Every individual processed by LUSH has certain rights over their data, which are detailed in our Privacy Notice here.