Customer Experience & Operations Consultant (Fixed-term contract)

<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;">Born on South Molton Street, London in 1971, Molton Brown is an icon of uniquely British style. Today, Molton Brown is one of the leading global brands in Kao´s global cosmetics portfolio. Growing from small-scale artisans into the international fragrance brand it is today, its pioneering presence is felt in our stores and websites, travel retail, luxury department stores and the most esteemed hotels around the world.</span></p> <p><span style="font-family: arial, helvetica, sans-serif;">Expertly blended in London, Molton Brown’s signature fragrances, bath and shower gels, home and hand care luxuries have claimed iconic status. Kao and Molton Brown have a passion for integrity, for craftsmanship, for artistry and for giving our consumers the ultimate, quality experience.</span></p></div><p>&nbsp;</p> <p data-start="0" data-end="18"><strong data-start="0" data-end="18">About the Role</strong></p> <p data-start="20" data-end="302"><strong data-start="37" data-end="84">Fixed-term contract, Customer Experience &amp; Operations Consultant</strong><span data-start="37" data-end="84">: </span><strong data-start="91" data-end="172">16-weeks from September to the week commencing 21 December</strong>. This role combines delivering outstanding customer experiences with identifying and implementing operational improvements. By building trust through engaging interactions and enhancing processes, the Consultant will help strengthen customer satisfaction, loyalty, and advocacy, contributing to overall business success.</p> <p>&nbsp;</p> <p><strong>What you will do:</strong>&nbsp;</p> <p>&nbsp;</p> <ul> <li>Manage escalated customer interactions across all channels (including social media), ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and the company's tone of voice. Adapt seamlessly to changing priorities and demands, demonstrating advanced objection handling and problem-solving.</li> <li>Facilitate the efficient processing of customer returns, refunds, and manual fraud reviews, reporting any suspicious activity to the Line Manager to support fraud prevention efforts.</li> <li>Maintain accurate customer records in the CRM system, ensuring compliance with GDPR standards.</li> <li>Develop and maintain product/campaign -specific FAQs with approval from the Line Manager and internal copy team.&nbsp;</li> <li>Responsible for logging, addressing, and resolving customer &amp; product &nbsp;feedback to enhance the customer experience. Contribute to business reporting efforts by highlighting key trends</li> <li>Propose innovative customer care strategies and assist in implementing new processes.</li> <li>Collaborate on project assignments to support new initiatives within the Customer Experience, Operations, and Digital Teams. Post-launch, provide feedback to the Line Manager regarding successes and areas for improvement.</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <p><strong>What you will need:</strong>&nbsp;</p> <p>&nbsp;</p> <ul> <li>GCSEs and A-Levels (or equivalent) required.</li> <li>Proficient in Microsoft Office applications.</li> <li>Experience with SAP OTC is desirable.</li> <li>Knowledge of data analysis, visualisation, and reporting tools would be advantageous.</li> <li>Previous experience in a customer service or operations role, ideally within the luxury retail sector.</li> <li>Demonstrated ability to resolve customer complaints with professionalism, supported by excellent written and verbal communication skills.</li> <li>Capable of managing objections and navigating challenging situations effectively while maintaining a customer-focused approach.</li> <li>Familiarity with social media management platforms and analytics tools to monitor engagement and evaluate customer interactions.</li> </ul> <p>#LI-DT1</p> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-conclusion"><p></p> <div class="x_elementToProof" data-olk-copy-source="MessageBody">Molton Brown is part of Kao founded in Japan in 1887, at Kao, we believe the diversity of our teams strengthens our global mission. Here we trust and respect each other, collaborating in a friendly and inclusive work environment to achieve great results.&nbsp;</div> <div class="x_elementToProof" data-olk-copy-source="MessageBody">&nbsp;</div> <div class="x_elementToProof"><strong><u>What you can expect from us:</u></strong>&nbsp;</div> <ul> <li>An entrepreneurial environment where passionate and innovative teams come together.&nbsp;</li> <li>Respect, teamwork and collaboration are at the heart of how we work.&nbsp;&nbsp;</li> <li>A workplace culture that prioritises employee wellbeing, with opportunities to get involved in initiatives such as Mental Health First Aiders, the Charity Committee, and DE&amp;I communities (region dependant)</li> <li> <div class="x_elementToProof">A broad range of benefits, including flexible working, competitive salaries, health and wellbeing offers, pension / retirement options dependant on location, insurance options, and more…&nbsp;</div> </li> <li>Learning and development opportunities&nbsp;</li> </ul> <div class="x_elementToProof">Your voice matters here — we value entrepreneurial thinking and innovation from our teams.&nbsp;To find out why 33,000 people across the Globe work at Kao please visit:&nbsp;<a id="OWA9ff37c4a-96bd-5f6b-990f-d53285edc991" class="x_fui-Link x____1q1shib x_f2hkw1w x_f3rmtva x_f1ewtqcl x_fyind8e x_f1k6fduh x_f1w7gpdv x_fk6fouc x_fjoy568 x_figsok6 x_f1s184ao x_f1mk8lai x_fnbmjn9 x_f1o700av x_f13mvf36 x_f1cmlufx x_f9n3di6 x_f1ids18y x_f1tx3yz7 x_f1deo86v x_f1eh06m1 x_f1iescvh x_fhgqx19 x_f1olyrje x_f1p93eir x_f1nev41a x_f1h8hb77 x_f1lqvz6u x_f10aw75t x_fsle3fq x_f17ae5zn x_OWAAutoLink" href="https://www.kao.com/emea/en/careers/" data-auth="NotApplicable" data-linkindex="0">https://www.kao.com/emea/en/careers/</a>&nbsp;</div> <div class="x_elementToProof">Discover careers at Kao and how we live our purpose,&nbsp;<em>Kirei – Making Life Beautiful.</em>&nbsp;<a id="OWAc067f276-b475-746e-0d69-f7735e2eb1bd" class="x_fui-Link x____1q1shib x_f2hkw1w x_f3rmtva x_f1ewtqcl x_fyind8e x_f1k6fduh x_f1w7gpdv x_fk6fouc x_fjoy568 x_figsok6 x_f1s184ao x_f1mk8lai x_fnbmjn9 x_f1o700av x_f13mvf36 x_f1cmlufx x_f9n3di6 x_f1ids18y x_f1tx3yz7 x_f1deo86v x_f1eh06m1 x_f1iescvh x_fhgqx19 x_f1olyrje x_f1p93eir x_f1nev41a x_f1h8hb77 x_f1lqvz6u x_f10aw75t x_fsle3fq x_f17ae5zn x_OWAAutoLink" href="https://kao.voyse.io/" data-auth="NotApplicable" data-linkindex="1">https://kao.voyse.io/</a>&nbsp;</div> <div class="x_elementToProof"><strong>Our Privacy Policy: </strong><a id="OWAe4fde99c-6ee2-5e3e-eb3f-c7a1b92409b6" class="x_fui-Link x____1q1shib x_f2hkw1w x_f3rmtva x_f1ewtqcl x_fyind8e x_f1k6fduh x_f1w7gpdv x_fk6fouc x_fjoy568 x_figsok6 x_f1s184ao x_f1mk8lai x_fnbmjn9 x_f1o700av x_f13mvf36 x_f1cmlufx x_f9n3di6 x_f1ids18y x_f1tx3yz7 x_f1deo86v x_f1eh06m1 x_f1iescvh x_fhgqx19 x_f1olyrje x_f1p93eir x_f1nev41a x_f1h8hb77 x_f1lqvz6u x_f10aw75t x_fsle3fq x_f17ae5zn x_OWAAutoLink" href="https://www.kao.com/emea/en/privacy/" data-auth="NotApplicable" data-linkindex="2">https://www.kao.com/emea/en/privacy/</a>&nbsp;</div> <p></p></div>