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About the Role

As a Customer Care Advisor, you will provide an outstanding brand experience by solving customer queries across omnichannels with exceptional customer service skills and a professional work ethic. You will be adaptable, reactive, and a natural problem solver with a keen eye for detail, supporting the Tilbury Loving Care goal. This role requires an understanding of the brand and products, offering exceptional advice and consultation, reporting to the UK Customer Care Operations Team Leader.

Responsibilities

Communicate with customers courteously and efficiently by email and live chat
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
Handle escalated or complex customer issues, ensuring every customer feels heard and supported
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
Be adaptable and reactive to the changing needs of the department
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 satisfaction, customer response time, complaints to appreciations

Requirements

Exceptional customer service skills
Professional work ethic
Willingness to go above and beyond to provide an outstanding brand experience
Confident in solving customer queries and finding solutions across omnichannels (email, telephone, live chat)
Excellent communication skills
Adaptable and reactive to the changing needs of the department
Keen eye for detail
Natural problem solver
Team player
Understanding of the brand and products
Operated within a similar role
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 administrative skills are essential
Strong interest in the beauty industry and an affinity for all things makeup!
Able to demonstrate examples of building and improving customer relationships
Agility, ambition and a passion for excellence

Skills

Customer service
Communication
Problem-solving
Adaptability
Attention to detail
Teamwork
Administrative skills
Spanish
German
French

Location

Work Type

Hybrid
Full-time

Experience Level

Similar role experience preferred

Benefits

25 days holiday (plus bank holidays)
Additional day to celebrate your birthday
Inclusive parental leave policy
Pension
Life assurance
Medicash
Employee Assist Programs
Regular social connects with colleagues
Dog friendly days and spaces
Generous product discount and gifting

About the Company

Founded in 2013 by world‑renowned makeup artist and beauty entrepreneur Charlotte Tilbury CBE, Charlotte Tilbury Beauty has transformed the global beauty industry with one mission: to empower everyone, everywhere to look and feel like the most confident version of themselves.
With our easy‑to‑use, easy‑to‑choose, easy‑to‑gift icons, we’ve become one of the most talked‑about beauty brands on the planet - and the magic is only growing.
Today, we’re a global beauty phenomenon, scaling at record speed across 50+ markets with over 3,000 Dream Team members bringing the Tilbury magic to life every single day.
Across the world, our Retail Teams and Magic Offices work hand‑in‑hand to shape the Charlotte Tilbury experience - from the glamour of London and the style capitals of Europe, to the energy of the Americas, the vibrant beauty hubs of the Middle East and the fast‑growing innovation centres across APAC.
Every region brings its own sparkle, culture and community, creating the unmistakable magic of Team Tilbury.
We’re bold. We’re disruptive. We’re powered by creativity, innovation and industry‑leading tech.
As we continue to break records across countries, channels and categories, we’re looking for extraordinary talent to join us.
Charlotte Tilbury is a fast‑paced, dynamic and ever‑evolving environment where agility, ambition and a passion for excellence help our teams thrive.
We look for people who want to grow, innovate and be part of a truly global #DreamTeam.

Equal Opportunity

At Charlotte Tilbury Beauty, our mission is to empower everyone, everywhere, to feel like the most beautiful and confident version of themselves. We bring this to life by welcoming people from diverse backgrounds, cultures, identities, and perspectives into our global team. A workforce that reflects the world around us helps us better serve our communities, our customers, our colleagues, and every candidate who takes part in our recruitment process.