Job Description

Customer Service Team Leader - Ecom and Consumer

- Harlow - 31hrs/wk

Ready to bring passion into your career?

Clarins Group is a trusted French family-owned company, a leader in skincare and make-up, operating in more than 150 countries.



We are looking for a

Customer Service Team Leader

based at our Distribution centre in Harlow.

About the Job

Based at the National Distribution site, the main function of the Customer Service Team Leader is to lead a team of Customer Service Advisors in delivering exceptional 5-star customer service and expert advice to consumers and internal stakeholders.


This role is responsible for managing the Customer Service Advisors on their shift, for assessing the workload and workflows and agreeing daily targets with the Customer Service Manager for their team. They will also be the main escalation route for complex cases and support with the daily customer contacts.


The department services consumers, and in store sales staff using multiple communication channels including, email, telephone, live chat, social media platforms and letter.


The departments aim is to offer 5-star Clarins service whilst monitoring costs and our impact on the environment.

About you:

You are a Clarins fit if you are:

Confident and comfortable when dealing with people at all levels including suppliers and global colleagues Highly organised, able to multi-task and meet fixed deadlines Able to work on own initiative and collaborate as part of a team Customer oriented, result driven, passionate about our brand and challenges, entrepreneurial mindset Eager to grow in a company genuinely committed to responsible beauty

Essential qualifications:

Prior experience in retail or service industry Excellent communication and presentation skills across all forms - telephone, written and interpersonal Ability to manage a Customer Service Shift within a fast-paced environment Advocate of change, best practice and continuous improvement initiatives

About the benefits:

25 days annual leave, increasing by 1 day every year with a maximum of 30 plus Birthday off (pro-rata) Development and training opportunities Generous Staff discount Employee Assistance Programme We Care Day - Volunteering


If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

About Clarins Group

A B-Corp certified global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose "making life more beautiful, passing on a more beautiful planet," is a core commitment outlined in our by-laws.



Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.



In line with our dual CSR mission of 'Caring for people, caring for the planet' we take pride in offering a rewarding yet challenging work environment where everyone can thrive.


This culture allowed us to achieve the certification of Forbes' World's Best Employers 2024, Forbes' World's Best Employers 2024 for Women.


To learn more about our group and our commitments to people, visit www.groupeclarins.com.

Equal opportunity employer

We believe in making life more beautiful for our employees and our customers.





Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work.



We welcome applications from all backgrounds and are a member of the ILO (International Labor Organization) and the Employers Network for Equity and Inclusion (ENEI).