Customer Care Executive inBorehamwood inBorehamwood PUBLISHED 31 AUG 2024

Peak Customer Care Executives Needed!


We are looking for motivated individuals who are passionate about Medik8 skincare to join our team during our busiest but most exciting time of the year. You will need to be fully flexible during your contract duration and be happy to work weekends, evenings or nights where needed.

We have a number of rotational shift patterns between the hours of 8am - midnight. We offer hybrid working dependent on shift pattern and all successful applicants will be required to attend onboarding sessions in our Elstree offices.

This is a great opportunity if you have a passion for customers, want to gain valuable experience or love skincare.


This is a zero hour contract role. The hours for this can be flexible and will include evenings and weekends.



Key responsibilities will include:

• Provide a revolutionary Medik8 customer experience to every customer you interact with, adopting a values-based approach to care.
• Support customers with a concierge-level service via multiple contact channels including email, live chat, social media, telephony and review platforms.
• Assisting with pre and post purchase queries.
• Achieve First Contact Resolution for customers by taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Act as first point of contact for customer complaints, diffusing escalations by breaking down complex issues and by assimilating a wide range of information to fully understand cause, impact and best solution for both the customer and Medik8.
• Multitasking to prioritise front-line interactions with customers in parallel to completing a range of back-office tasks to ensure a smooth customer journey & satisfactory resolutions, including but not limited to: processing returns, replacements & cancellations.
• Work effectively with the Logistics, Digital, D2C, R&D and Education teams on resolutions as well as key tasks & projects to ensure credible outcomes for customers.
• Actively invest in, and manage your own development, to achieve Key Performance Indicators (KPIs) whilst owning your quality & CSAT feedback and results.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant policies and standards.
• Continually use your initiative to suggest better ways of working and identify opportunities for enhanced customer journeys, including but not limited to: process optimisation, product feedback and technological enhancements.
• Support in the delivery of the Customer Care roadmap, carrying out tasks as directed by the Customer Care Manager within agreed timescales and to the expected standard of quality.
  
  

The successful candidate will..

• Constantly keep our customers as the number one priority and be flexible in the role.
• Be a strong communicator who has previous experience in an office based customer service role.
• Have previous skincare experience (desirable).
• Be able to work under pressure while maintaining the highest standards.
• Be a team player with a proactive attitude.
• Be computer literate.
• Have experience with Gorgias or similar ticketing systems (advantageous).
  
  

About Us


Founded in 2009 by UK scientists and brothers, Elliot and Daniel Isaacs, we are a British, B Corp™ certified dermatological skincare brand, globally renowned for our age-defying heroes that deliver results without compromise.

Our mission is to
simplify the route to great skin
through the highest quality, most efficacious and trusted products on the market. All this is underpinned by our pioneering CSA Philosophy® of vitamin C plus sunscreen by day, and vitamin A (retinoids) by night which addresses 90% of anti-ageing skincare needs to deliver more youthful-looking skin.


Culture & Benefits


We are fuelled by our commitment to sustainability, quality, efficiency, and an unwavering passion for our customers. Championing solutions-focused thinking, we possess a purpose-driven mentality and strive to work with integrity and agility, always. We are collaborative go-givers; our diverse talents work cross-functionally and we achieve more together. We are proud to do everything in-house, challenging the norm and pushing the boundaries of possibility. It’s just who we are!

Some of the perks of being part of the Medik8 team include:

• 25 days holiday + bank holidays
• Flexible & Hybrid working
• Private Medical Insurance + Mental Health support
• Employee Assistance Program (EAP)
• Annual Performance Bonus
• Long Service Awards
• 75% discount + Annual Product Allowance
• Flexible Career opportunities
• Up-skilling support + regular Lunch & Learns
• 2 Volunteering days per year
• Matched Charitable Giving Scheme
  
  

Want to do a little more research before you apply?


Head over to our main careers page to find out more about the team and our values. You can also find out more about us on Linkedin, Glassdoor & Instagram.

At Medik8, we believe that diversity within our workplace drives innovation. We celebrate multiple backgrounds, cultures, approaches and points of view, and believe that when people feel respected and included, they can truly flourish. We’re committed to advancing equal opportunities and we’re dedicated to building a workforce as diverse as our consumer base, creating a multifaceted, equitable and inclusive culture and allowing all colleagues to bring their whole selves to work.

Our DE&I ethos also flows through our recruitment process. Studies have found that minority groupings tend to apply for roles only when they meet 100% of the role requirements, in comparison to non-minority grouping tend to apply when they meet only 60% of the role requirements (Hewlett Packard ). The requirements listed in our job descriptions are guidelines, not hard and fast rules, so if you think you meet 60+ of the role spec and are passionate, excited & feel like you have the potential to fulfil the rest - then we want to hear from you!