Commercial Support Apprentice - Professional Products Division

at  LOreal

ANNUAL SALARY: £24,000 PER ANNUM

Level : Level 3 Business Admin Qualification.
Duration : 18 month+ EPA
Customer SupportApprentice - Professional Products Division
The world leader in beauty, L’Oréal is present in 130 countries on five continents. Our 32 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men around the world. We want to bring beauty to all people. Our ambition by 2020 is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires through continued digital innovation. L’Oréal encourages diversity and sustainable, ethical sourcing for all our products and we have reduced our emissions by approx. 50% since 2005. Our brands are leaders in beauty, and we are looking for you to lead the change you want to see in L’Oréal.
You will
The key objective of this role is to work closely with our business partners to ensure that we are able to meet the needs of our customers in a timely and efficient manner. This will involve being able to demonstrate effective and efficient handling of disputes and queries both over the telephone & email.

The role will entail:

• Learning how to provide an optimal level of service to all our Business Partners to achieve first contact resolution within agreed SLA’s
• Handling multiple contacts simultaneously whilst maintaining a high level of accuracy & knowledge. Ensure that our customers and Business Partners have a positive experience by proactively following up on all contacts.
• Learn how to be an expert on all customer touch points within L’Oréal Professional Products, enabling you to answer all questions first time and provide clear communication at each step of the process.
• Drive departmental efficiencies – identify & implement opportunities to improve our service to our customers and Business Partners
• Drive our NPS score and translate improvements into all your interaction.
• Ensure you are always acting on Business Partner feedback, supporting the continuous feedback loop.
• Build great relationships with stakeholders – to be able to communicate effectively at all levels of the business.
• Working with your colleagues on supporting Business Partners to self-serve where possible.

You have

• Strong attention to detail skills.
• A can-do attitude and ability to go above & beyond for our Business Partners in the service we provide.
• Ability to work in an ever changing & demanding environment.
• Strong prioritisation skills and communication skills (written and verbal)
• Ability to challenge ways of working and seek out ways to continuously improve making ideas a reality.
• Experience of using SAP would be advantageous but not essential.
• Proficient in Microsoft office Packages.

You are

• Entrepreneurial. Every single day, you spot opportunities and want to learn how to shake things up
• Curious. You want to know how things work and if they could be done differently so you can contribute your own ideas.
• Adventurous. L’Oréal is for pioneers. So, you’ll embrace challenges and change
• Only human. You’ll make mistakes sometimes, but you have no fear of failure because you’re smart enough to learn from mistakes
• Analytical and/or techy. You can analyze data and turn it into information to solve complex problems.
• You crave success and we’ll support you all the way. That way, we all win
• Respectful. Whoever you’re talking to, you treat everyone the same
• One of the gang. Even if you’re Superman or Wonder Woman, you recognize that teams are the real heroes. And so, do we
• Self-motivated, pro-active, and able to work on own initiative
• Open. To new ways of doing things. To other people’s (sometimes crazy) ideas
• You’re real. And you’re true to yourself. We cherish and celebrate diversity, so you’ll feel right at home whoever you are

PLEASE NOTE, IF YOU APPLY FOR MORE THAN ONE ROLE YOU WILL BE PUT FORWARD FOR THE ONE WE DEEM MOST SUITABLE FOR YOU. IF YOU HAVE A STRONG PREFERENCE, PLEASE ONLY APPLY TO THAT ONE ROLE TO ENSURE YOU ARE CONSIDERED FOR THE CORRECT ROLE.

• You can apply to up to three jobs within a rolling 30-day window.
• You cannot withdraw your application once you applied, so please make sure to choose a job that matches your dreams.
• Please visit “Your Application Space” to see the jobs you have already applied to.
• Please don’t create another account with a different email. If you do so, your account might be merged and your application record will be deleted.

The role will entail:

• Learning how to provide an optimal level of service to all our Business Partners to achieve first contact resolution within agreed SLA’s
• Handling multiple contacts simultaneously whilst maintaining a high level of accuracy & knowledge. Ensure that our customers and Business Partners have a positive experience by proactively following up on all contacts.
• Learn how to be an expert on all customer touch points within L’Oréal Professional Products, enabling you to answer all questions first time and provide clear communication at each step of the process.
• Drive departmental efficiencies – identify & implement opportunities to improve our service to our customers and Business Partners
• Drive our NPS score and translate improvements into all your interaction.
• Ensure you are always acting on Business Partner feedback, supporting the continuous feedback loop.
• Build great relationships with stakeholders – to be able to communicate effectively at all levels of the business.
• Working with your colleagues on supporting Business Partners to self-serve where possible