Customer Experience (CX) Advisor

Start Date: From Augusr 2026

Contract: Fixed Term until December 2026 (with possibility of extension)

Salary: £25,652.88

Working hours: 25 - 37.5 hours

Our operating hours are:

• Monday to Friday 8:30am to 6:30pm
• Saturday 8:45am to 5pm
• Sunday 10am to 5pm

Shift Patterns: Our shift patterns are designed to provide a healthy work-life balance. You will enjoy two full weekends off in a 4-week rotation. For example:

Week 1: 44 hours spread across 6 days
Week 2: 31 hours over 4 days.

We are only able consider part-time applicants who can work at least 25 hours per week and are available on weekends.

About the role

Do you love helping people and creating positive experiences? As a CX Advisor at Boots, you’ll bring our “With you for life” mission alive by supporting customers with empathy, confidence, and care. You’ll handle conversations across phone, email, WhatsApp, live chat, and social media — making sure every customer feels heard and supported in a fast‑paced, evolving environment.

What you’ll be doing

You’ll help customers with a wide range of queries, from Boots.com orders to Advantage Card and healthcare services. You’ll take ownership of each interaction, listen actively, and provide clear solutions that leave customers feeling more confident than when they first reached out.

During peak periods, you’ll manage 80+ calls a day, alongside digital conversations across our other channels, balancing excellent customer outcomes with agreed performance measures.

Key responsibilities

• Deliver empathetic, high‑quality support across phone, email, WhatsApp, live chat, and social media
• Handle high‑volume contact, including 80+ calls per day during peak times
• Understand customer needs and provide clear, confident solutions
• Take ownership of queries and resolve issues efficiently
• Reflect Boots’ brand values and our “With you for life” commitment
• Meet KPIs while keeping customer outcomes at the heart of every interaction
• Handle customer data securely and in line with GDPR, PCI, and Medical Services protocols
• Escalate risks or complex cases promptly
• Use de‑escalation techniques to manage challenging conversations
• Stay up to date with changes to processes, products, and systems
• Contribute positively to team culture and continuous improvement

Our Training Program!

You’ll receive structured training and strong support from day one.

Your first week is full‑time (regardless of contracted hours) to help you build confidence quickly. You’ll start taking customer conversations with close guidance, where you’ll continue developing your skills with support always on hand.


What you’ll need to have (our must‑haves)

• Strong emotional intelligence (EQ) and empathy
• Excellent verbal and written communication skills
• Ability to multi‑task across multiple systems and channels
• Proficiency in using computer systems and adapting to new software with ease
• Problem‑solving skills and sound judgement
• Strong attention to detail, especially when handling customer data
• A calm, professional approach under pressure
• A customer‑first mindset and a positive, supportive attitude

It would be great if you also have

• Experience in customer service, retail, healthcare, or service‑based environments
• Curiosity, adaptability, and openness to change
• Experience handling customer conversations across digital or voice channels

Where your brilliance can take you

The skills you develop as a CX Advisor can take you anywhere within Boots. Whether you want to explore different teams or progress into new roles, we’ll support you to help you grow your career in the direction that inspires you.


Rewards designed for you

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.


A bit about us

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.


What’s next?

If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

This role requires the successful candidate to complete a pre-employment check after receiving an offer. Depending on your location, you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable Groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon.
Be brilliant with Boots.