Customer Experience & Operations Consultant – Fixed‑Term (16 weeks)

About the role

Molton Brown is seeking a Customer Experience & Operations Consultant for a 16‑week fixed‑term contract (7 Sept – 24 Dec). You will combine front‑line customer service with process improvement to boost satisfaction, loyalty and overall business performance.

Key responsibilities

• Handle escalated customer interactions across all channels, including social media, while meeting SLAs and KPIs.
• Process returns, refunds and conduct manual fraud reviews, reporting suspicious activity.
• Maintain accurate customer records in the CRM system in line with GDPR.
• Create and update product‑specific FAQs in collaboration with the copy team.
• Log, analyse and resolve customer and product feedback to enhance the experience.
• Support business reporting by highlighting trends and proposing new care strategies.
• Collaborate on projects for the Customer Experience, Operations and Digital teams.

Required profile

• GCSEs and A‑Levels (or equivalent) required.
• Strong problem‑solving and objection‑handling abilities.
• Ability to adapt quickly to changing priorities.

Required skills

• Proficiency with Microsoft Office applications.
• Experience with SAP OTC (desirable).