Customer Experience Specialist

Job Introduction

• Customer Experience Specialist
• Hours: Permanent, Part Time – 30 hours per week, across 7 days, within the department opening hours of 9am – 6pm (8pm business dependant)
• Location: Lytham St Annes, Lancashire
• Salary: £21,019.75 per annum (FTE £26,274.69 per annum) 
• Close date: Friday 3rd July
• Interview dates: Tuesday 7th July / Wednesday 8th July

We are looking for a passionate and results-driven Customer Experience Specialist to join our growing Customer Experience team. You’ll play a key role as a Beaverbrooks ambassador, you’ll provide a consistently high standard of service, fair resolution balancing the business and customers’ expectations and share customer insights to support continuous improvement across the business.

Key Responsibilities

• Deliver exceptional customer service through positive, solution-focused interactions.
• Resolve customer complaints efficiently, professionally, and empathetically.
• Build strong customer relationships by understanding needs and providing timely support.
• Escalate issues appropriately while maintaining clear communication.
• Share knowledge, feedback, and best practices to support continuous improvement.
• Participate in team meetings, training, and engagement activities.
• Take ownership of personal development and embrace feedback constructively.
• Identify opportunities to improve customer experiences.
• Adapt positively to change and support new initiatives.
• Promote Beaverbrooks values and contribute to an inclusive workplace.
• Contribute to a positive, and supportive team environment.
• Demonstrate professionalism, empathy, and respect in all interactions with customers and colleagues.
• Support colleagues to contribute to a culture of teamwork.
• Embrace feedback and use it constructively to improve performance and strengthen team relationships.

About Beaverbrooks

Established in 1919, we have 80 locations across the UK. This includes 57 Beaverbrooks stores & 23 dedicated brand boutiques, including TAG Heuer, OMEGA, Breitling & Tudor. We also have 3 Loupe boutiques, with Rolex showrooms.   We’re a family business. And you can tell that when you get here. It feels like family. From the very smallest details to the big important things.   Our core purpose is to enrich lives. We aim to make a positive difference to the world we live in. This includes our colleagues, customers, suppliers & the wider community. As a company – we’re true to our word. When we say we’re going to do something, we go all out to do it. And every individual is truly valued.  

The awards we’ve been given speak volumes about what it’s like to work here, some of which are:

• Retail's No 1 Best Company to Work For - Best Companies 2025
• Accredited as an Outstanding Company to Work For - Best Companies 2025
• 'Employer of the Year 2024’ - The UK Jewellery Awards 

Amazing benefits for amazing people

They say you get out what you put in. And, at Beaverbrooks, our people put in so much.

In return, just some of the benefits we offer include:

• Office profit share bonus 
• Enjoy 28 days’ holiday including bank holidays, which increases to 33 days after 2 years service (pro rata)
• Plus, an extra paid day off for your birthday – because it’s your day and we think it should be celebrated.
• Holiday entitlement grows further every five years, recognising your long service.
• Generous colleague discounts, including for family and friends
• Wellbeing support and employee & family counselling with the Retail Trust
• Contributory pension and life assurance
• Enhanced maternity and paternity packages, plus a return-to-work bonus
• Charity initiatives to help you support causes close to your heart

The Ideal Candidate

Essential Skills

• Demonstrates the values and behaviours of the Beaverbrooks Way.
• Passionate about delivering an excellent customer experience.
• Strong verbal and written communication skills.
• Able to build rapport, adapt to different situations, and manage workload effectively.
• Strong complaint-handling, negotiation, and decision-making skills.
• Empathetic, caring, and an active listener.
• Knowledge of the Consumer Rights Act 2015.

Desirable Skills

• Good typing speed and accuracy.
• Competent in Microsoft Office.
• Ability to influence and inspire others.

Beaverbrooks - The hallmark of amazing people

 REF:INDOFF

Beaverbrooks