Job Description

We're looking for a motivated individual to join our Customer Care Team on a full-time basis, providing exceptional service and expert advice to every Medik8 customer.


You'll be the first point of contact for our customers, delivering a personalised experience across multiple channels including email, live chat, social media, telephony and reviews platforms. You'll support customers both pre and post-purchase by resolving their queries, sharing your skincare knowledge, and making them feel valued.


This is a full-time role, requiring

37.5 hours per week

. You'll need the flexibility to work a shift pattern that includes

Mondays to Sundays

and

bank holidays

, with hours falling between

9 AM and 7 PM

.


This position follows a

hybrid working model

. You will be required to work a

minimum of one day per week

from our

Elstree office

.

Key responsibilities will include:

Handle order-related queries including tracking, amendments, cancellations and returns, always in line with company policies. Troubleshoot account, payment and website issues, collaborating with internal teams such as Digital and eComm to ensure credible outcomes for customers. Provide expert advice to help customers choose the right products based on their skincare needs and concerns. Professionally manage customer complaints, turning negative experiences into positive outcomes. Nurture our Community through conversations on Social Channels (Instagram, TIkTok & Facebook) and respond to customer reviews (Trustpilot & Yotpo). Surprise and delight our Me&Medik8 high-value loyalty customers. Take ownership of interactions to achieve KPIs, quality scores and CSAT feedback. Complete essential tasks including returns, replacements and fraud-screening. Ensure compliance with regulatory requirements. Share customer insights to improve our proposition and products. Proactively suggest opportunities to enhance customer journeys & streamline processes. Participate in training and upskilling sessions to stay ahead in skincare trends and customer service excellence.

What we're looking for :

A customer-first mindset, always prioritising customer experience. Previous experience in e-Commerce Customer Care (skincare experience is a plus). Understands metrics and goals to work towards such as CSAT, tickets solved and average handling time. Tech-savvy with strong computer literacy--experience with Gorgias or a similar system is an advantage. Excellent communication skills, able to build relationships through written and oral interactions. A natural problem solver, able to handle queries with patience, empathy and efficiency. The ability to work under pressure while maintaining exceptional service standards. A team player with a proactive attitude and problem-solving skills.

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!