Receptionist (PERMANENT + TEMPORARY)

Receptionist (PERMANENT + TEMPORARY)

Department: Retail

Employment Type: Flexible

Location: Glasgow City

Compensation: GBP 13.45 / hour

Hours available: various hours

Contract length: variable

Diversity matters

We are building a brand that represents the people of the world. It's what you do that counts, and we are always looking to expand perspectives and voices to shape our future.

We see you, we celebrate you, we want you!

Who we are

You might know us as the inventors of the bath bomb, but there's more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.

The Living Wage Foundation's statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what's inside that counts - whether that's an ingredient in a product, or the minerals in a smartphone.

As a Lush Receptionist, you are the face of the reception area, creating a warm and welcoming atmosphere for every guest. You'll be responsible for providing outstanding customer service, managing bookings for our spa, shampoo bar and instore parties, and supporting the spa team in delivering an unforgettable experience. You'll also play a key role in building relationships with customers and promoting the business within the local community.

Key Responsibilities

• Customer Service:
• Deliver exceptional 5-star customer service, ensuring every guest feels valued and cared for.
• Meet and greet customers on the shop floor, introducing them to the spa and its offerings.
• Answer customer inquiries with enthusiasm and knowledge, providing accurate information about treatments and products.
• Handle customer feedback and complaints with professionalism and empathy.
• Consistently participate in daily staff check-ins to identify potential sales opportunities and enhance revenue generation for all in store experiences.
• Deliver and host spa parties, bathing experiences and spa events.
• Regularly monitor and respond to online reviews ie Trip Advisor & google reviews.

Booking Management:

Manage the spa, shampoo bar and party booking system, ensuring accurate scheduling and efficient customer flow.

Answer phone calls and emails promptly and professionally, handling booking inquiries and confirmations.

Maximise booking capacity through effective scheduling and utilisation of the booking systems.

Sales & Promotion:

Actively promote treatments, experiences and products to customers, upselling add-on treatments and retail items.

Encourage party bookings and special events, highlighting the unique experiences offered instore

Build relationships with local businesses and spa ambassadors to generate referrals and promote the instore services within the community.

Communicate daily walk in opportunities with management and sales teams

Team Support:

Support the spa team in maintaining a clean and organised spa environment.

Supporting with daily tasks such as opening and closing the spa, room turnovers & set up, dry ice & laundry as and when is needed to ensure the smooth running of treatments.

Assist with administrative tasks, such as data entry, stock management, and reporting.

Provide training to new spa team members on reception procedures and customer service protocols.

Co-ordinate and schedule training treatments with the spa manager. Responsible for calculating and forecasting laundry for the spa, as well returning all stock to make the central stock holding system work as efficiently as possible.

Building Loyalty:

Cultivate strong relationships with customers, encouraging repeat bookings and fostering loyalty.

Gather customer feedback and preferences to personalise their experience and ensure their needs are met.

Proactively engage with customers, offering tailored recommendations and promoting upcoming events.

Skills, Knowledge and Expertise

• Excellent customer service skills with a passion for creating positive experiences.
• Strong communication and interpersonal skills, with the ability to build rapport with customers.
• Proficient in using booking systems and handling phone calls and emails professionally.
• Organised and efficient, with the ability to manage multiple tasks and prioritise effectively.
• A genuine interest in Lush products and values.
• Previous experience in a reception or customer-facing role is a plus.

Benefits

• Holiday allowance
• 50% discount on Lush products and most spa treatments
• Profit-based bonus
• Complimentary spa treatment*
• Pension scheme
• Paid day off for your birthday*
• Cycle to work scheme
• Employee assistance programme
• 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*
• Flexible working
• Tailored gender affirming care*

*qualifying period/hours required

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