Customer Experience Associate

And Begin is a forward-thinking, personalised prescription skincare brand made for midlife skin.

We are the brand synonymous with personalised skincare, specifically tailored to the needs of midlife skin. We’re looking for a fantastic Customer Experience Associate to join our Team at And Begin.

Working pattern:

• This is a full time position with a rotating working pattern where you will work every other weekend
• If you’re working the weekend you’ll get Thursday and Friday off
• We work in a hybrid setting, so you will work from our Paddington HQ three days a week (Monday, Tuesday & Friday) and from home any other days (including the weekend)

About the role:

As a Customer Experience Associate you’ll help build and develop the Customer Experience function for And Begin, a new Skin + Me brand that provides personalised skincare for midlife skin.

The ideal candidate will have a can-do attitude and a passion for delivering exceptional customer experience. You must be confident in dealing with customer queries over email and across social media channels. You will take customer feedback (and your own ideas) to help drive positive change across the entire business as we scale.

What you'll do:

As a Customer Experience Associate you will be the voice of And Begin to our customers, and the voice of our customers to the And Begin team. Your responsibilities will include:

• Dealing with queries and problem-solving for our customers across email, social media channels and phones
• Working with the wider Customer Experience team to implement new processes
• Identifying customer trends and feeding these back to the wider team
• Liaising directly with our in-house prescribing team to manage complex customer queries
• Monitor and optimise our help centre FAQs
• Supporting teams with initiatives to enhance the customer experience
• You’ll report directly to the Customer Experience Manager

Who you are:

• An obsession with delivering exceptional customer experience
• An ability to build rapport quickly and adapt to different customers
• A can-do attitude, incredible attention to detail and a true problem solver
• Ability to write quickly, with perfect spelling and grammar, in our brand tone of voice
• Able to work independently and deliver work to an excellent standard
• Thrives in a fast paced environment, where processes can change quickly
• You will be entrepreneurial in nature and ideally have some experience working in an early stage startup
• Experience within health, beauty or fashion industry preferable
• A sense of humour – it’s serious work with plenty of fun!

• A daily challenge – in a thrilling, entrepreneurial start-up environment, no two days will ever be the same.
• Make a difference – work within a revolutionary company that is focused on improving millions of lives.
• Significant equity – potentially life-changing value if you commit to our long-term mission.
• Serious commitment to growth – personal development is important to us and we’ll make sure we support your growth, and give you broad experience across your role.
• Support network – the Skin + Me investors and advisors that you’ll have the opportunity to work with have built some of the world’s best consumer companies.

Benefits:

• 25 Days Holiday (+ all the usual Bank Holidays) – It's important to take a break and recharge, that's why we offer a generous holiday allowance. You will be required to work 1 in every 5 weekends but will receive extra days off in the week!
• Free Breakfast & Lunch – It’s important you are well fueled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
• Hybrid working to give you flexibility – We are all remote on Wednesday and Thursday. Need more flexibility around your life – just let us know.
• Equity – We offer a competitive salary and a generous share award package that means every employee has a stake in the business. We really are all in this together
• Health and wellbeing focus – We offer a healthcare cash plan, cycle to work schemes plus free healthy breakfast and lunch in the office. We'll be sure to always prioritise your physical and mental health.
• £500 annual development budget for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it.
• For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month.
• Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
• You’ll get highly discounted Skin + Me products for you, and 10 friends + family too.
• Generous employee referral scheme, if you know more fabulous people refer them to work with us too and you’ll get a bonus when they pass probation.
• Dog-friendly office with two very cute resident dogs!