We are Lick
We are building a people-powered decorating movement where everyone feels supported and inspired to transform their space with our unique pigment-rich colours and high quality products. All with consideration to your and our home; planet Earth.
We’re a business that believes in building confidence in our decorators. Seeing their bright ideas and making them happen. We do this by giving our do-er uppers access to inspiration, advice and how-to guidance from our experts and wider community. As well as making our range of (water-based, trace VOC) paint, (FSC-certified) wallpaper, and eco-supplies with real people and real homes in mind.
It's why we curate a selection of pigment-rich paints with unique depth of colour and their own individual identity, and high-quality designer wallpapers. It's why we have an expert team of colour consultants on-hand to help with any decorating question, big or small. It's why we're building a supportive community of decorators to inspire each other with their projects.
Because we know that a small change in colour can have a huge impact on the way we feel.
Gone are the days of too much choice, feeling like you’re doing it alone, and messy, expensive sample pots. This is a fresh look for decorating.
Decorator success starts at home...our home. That is why we are also on a mission to be the definitive people-powered company. Building an environment where individuals thrive and collectively transform an entire category.
About the Company
Lick was founded in 2019 by Lucas London and Sam Bradley - both experienced startup entrepreneurs - targeting the $1 trillion global home decor market.
Since launching in 2020, we have evolved tremendously and, since then, Lick has expanded into 3 separate brands:
1. Lick: for the DIY customer
2. LickPro: for the Trade customer
3. Lick Tools: our own range of sustainable tools
We have continually developed our product range, developed new sustainability initiatives, and grown our community of decorators. Successful campaigns such as the Heinz x Lick collaboration & Soho Home range, as well as our huge partnerships with Screwfix & diy.com are leading us in the right direction, and it’s really a very exciting time to be joining us on this journey!
About The Role
As a vital member of our customer support team, the Consumer Support Consultant plays a crucial role in maintaining the exceptional service standards that define our brand. Reporting directly to the Consumer Support & Operations Manager, this role is at the forefront of our customer interaction, ensuring that every customer experience is outstanding. With a focus on empathy, efficiency, and expertise, the Consumer Support Consultant will handle customer inquiries across multiple channels, contributing significantly to our growth and customer satisfaction goals. We’re looking for someone who is proactive, tech-savvy and loves delivering outstanding customer service!
Responsibilities
What you will be doing:
* Directly interact with customers via social media, email, and phone to provide support, resolve issues, and guide them in their journey with our products.
* Diagnose and resolve customer issues promptly while maintaining high satisfaction levels. Work closely with the Customer Success Manager to identify recurring problems and contribute to long-term solutions.
* Be responsible for BAU processes such as returns and refunds processing.
* Collect and report customer feedback and insights to the Customer Success Manager, helping the team understand customer needs and preferences to improve service and product offerings.
* Collaborate with the team to meet and exceed service level agreements (SLAs) and customer satisfaction targets.
* Stay updated with product knowledge, company policies, and technology tools to ensure the delivery of accurate and comprehensive support to customers and retail partners.
Minimum Requirements
* Proven experience in customer success within an e-commerce and wholesale environment.
* Hands-on experience with CRM systems such as Zendesk or Gorgias.
* Solid working knowledge of Shopify or similar platforms.
* Exceptional written and verbal communication skills, with the ability to convey information clearly and empathetically across various channels.
* Strong problem-solving skills, with a creative and effective approach to addressing customer concerns.
* Proven ability to manage multiple tasks and use project coordination tools efficiently.
* Highly adaptable and comfortable working in a fast-paced environment. Willingness to embrace and drive change as our brand evolves.
* Ability to work collaboratively with the customer support team and across departments to achieve common goals.
* A customer-first mindset, be able to respond positively and proactively to customer challenges.
* A genuine passion for helping customers and a commitment to delivering exceptional service experiences keeping customers informed throughout their decorating journey.
* Experience or strong interest in DIY, decorating or interiors is a big plus.
Benefits
* Competitive salary and share option grants.
* A generous Annual Leave allowance: 26 days per year, a day off for your birthday and extra time off at the end of the year.
* Health Insurance through Vitality.
* Flexible Working - own your working hours.
* Hybrid Working - office days are Monday, Tuesday and Thursday.
* £300 allowance for Lick products.
* Private pension scheme.
* Generous Primary and Secondary Caregiver Leave allowances.
* Living Wage Foundation accredited employer - we pay at least the London Living Wage to all team members regardless of living and working location.
* Monthly Deep Dive sessions from your fellow teammates; these sessions aim to get the wider company up to speed on a particular project or topic.
* The Lick Impact Award, a monthly team-led initiative, recognises individuals for their hard work and amazing attitudes.
* Lots of amazing opportunities to get to know other members of the team at different team events and to have an impact on our culture through our Lick Belonging Group and beyond.
* Contribute to building a culture where well being is part of how we do things & not just a bonus, and first-hand experience of being part of, and growing with, a fast-moving and ambitious company.
As this role is based in London UK, candidates must have the right to live and work in the UK. Candidates without these rights will not be considered.
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