Shop & Spa Receptionist
Application Deadline: 12 January 2025
Department: Retail
Employment Type: Permanent - Full Time
Location: Bath (Spa Store)
Reporting To: Asiyah Baleem - Spa Manager
Compensation: £12.00 / hour
Description
Spa Receptionists deliver an outstanding customer experience when communicating with our customers and ensure the smooth communication between the customer, the team and the company.
Development and Progression
The next step as a Spa Receptionist: working together to further your career in Lush.
* Using each day as a learning opportunity. Learn from your team members and managers by sharing best practice and product and Spa knowledge.
* Sharing knowledge and best practice with other receptionists in the business, and working to improve procedures and efficiency where possible.
* Making use of feedback received in your reviews and training to be proactive in your development.
* Ensuring you know about all opportunities available to you throughout the company by keeping up to date with the Careers List.
* Keeping up to date with the website and other training resources, learning from these at every opportunity.
Above and Beyond
What we do every day that makes us unique.
* Creating strong links across the departments and teams in the store, and the various support teams throughout the business.
* Promoting the Lush Spa as central to our business, ensuring you enjoy any invitational treatments and use them as a training tool.
* Be proactive in giving feedback on the responsibilities of your role to help shape it for the future.
Key Responsibilities
* Embodying Lush five star customer service at all times when communicating with our customers and clients, either in-store, online, or over the phone.
* Having an in-depth knowledge of all of our Spa treatments and the Spa itself, including which Spa therapists are trained in which treatments.
* Answering calls, emails, voicemails and social media enquiries from potential clients and conducting treatment confirmation calls. Relaying key messages to Therapists where appropriate, and using your own knowledge and initiative to manage standard questions.
* Taking and recording Spa treatment bookings, Party bookings or event bookings.
* Managing the client journey from booking to follow up for our spa clients, in store parties and event bookings.
* Preparing, communicating and updating Spa treatment availability to our customers and staff across the business.
* Completing office duties such as photocopying, printing and posting as requested by the management teams across the store making sure to maintain confidentiality with sensitive information and personal data at all times.
* Building relationships with local Lush stores, businesses and causes to expand your network and outreach into the community, including communicating with local influencers and booking them into our Spa.
* Supporting your colleagues by helping to create a positive, customer-focused work environment.
* Delivering Book a bath bathing experiences to our staff and clients and driving this area of the business forward.
* Championing shop floor parties, driving sales, supporting bookings and being ambassador for this area of the business.
* Any other tasks as required, depending on the needs of the business.
Skills, Knowledge and Expertise
* Customer Service: Embrace a genuine love for delivering outstanding customer service, inspiring your team to shine and provide that 5-star experience. Our stores are all about creating a haven of kindness, aiming to make our customers' days unforgettable.
* Teamwork: Be the beacon of positivity on the shop floor, working alongside your team to achieve your collective goals and fostering a supportive work environment through continuous team growth.
* Communication: Weave effective verbal communication skills into your daily routine, spreading the word throughout the store and collaborating seamlessly with retailers, your manager, and neighbouring stores.
Benefits
* Generous staff discount (50% on products and spa treatments, 10% on HairLab & Book a Bath experiences)
* Enjoy 2 complimentary products of your choice per month
* Team bonus scheme based on the overall sales of the store and spa
* Pension scheme
* Birthday Day Off
* 28 day holiday allowance (calculated on a pro-rata basis)
* Supportive parental leave scheme - 6 months of full pay (primary caregiver)
* Financial childcare support on return to work (depending on contracted hours)
* Cycle to work scheme
* Employee assistance programme provided by Health Assured
* Access to an online learning community
* Flexible rolling rotas - Shift patterns will vary from morning and afternoon/evening shifts (including weekends and bank holidays).
* Complimentary spa treatment*
* Flexible working
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