Established over 30 years ago, Lifeplus’s mission is to be the world leader in holistic wellbeing by helping millions of people unlock the wellness within them. We manufacture and distribute high‑quality nutritional supplements directly to our customers worldwide and are proud of our enthusiastic team that is dedicated to creating a lasting legacy of wellbeing.
Role Purpose
Own and continuously improve the quality, consistency and effectiveness of Customer Care processes and supporting documentation. The role identifies inefficiencies, defines and recommends improved “to‑be” processes, and ensures changes are documented, validated and embedded across operations. Working within a process‑driven framework, the role supports collaboration across Customer Care and adjacent functions to enable joined‑up, efficient end‑to‑end delivery.
Responsibilities
* Own, maintain and govern Customer Care process documentation, ensuring accuracy, version control and alignment with current operational practice.
* Map and analyse “as‑is” processes to identify inefficiencies, gaps and improvement opportunities.
* Design and support the definition of “to‑be” processes, providing structured, evidence‑based recommendations for change.
* Support UAT and testing activities, contributing to the validation of solutions and helping define test scenarios in collaboration with testing teams.
* Work with stakeholders to assess the operational impact of change, ensuring dependencies and downstream effects are clearly understood.
* Contribute to and support the management of the continuous improvement backlog, ensuring items are well‑defined and ready for prioritisation forums.
* Use available operational data to identify trends, patterns and root causes to inform process improvement decisions.
Candidate Profile
* Gets things done without compromising on quality.
* Works in a structured, organised way with strong attention to detail.
* Analytical mindset; focuses on identifying and solving root causes.
* Practical approach; balances ideal processes with operational reality.
* Builds strong working relationships and collaborates effectively across teams.
* Remains effective under pressure and adapts well to changing priorities and peak demands.
Hours and Days
* Monday to Friday; 09:00-17:15
Hybrid Working
* This role follows a hybrid model, with 1 to 2 days per week based in the office. Flexibility will be required to support business needs, including occasional additional office attendance where necessary.
Salary: £31,000 GBP – £36,000 GBP
What’s in it for you
* Monthly delivery of three free Lifeplus products and 50% off all other products.
* Performance‑based bonus awarded based on business success and individual performance.
* Participation in the LIFE Programme; upon completion an additional £2,000 is added to your salary.
* Access to our Learning Management System with the latest learning materials and resources.
* Automatic coverage by Life Assurance and Permanent Health Insurance from day one; 50% of basic salary after six months of long‑term illness.
* Option to buy or sell holiday days to suit your lifestyle.
* Exclusive colleague discounts at leading brands and retailers, plus savings on Lifeplus supplements and products.
* Health Cash Plan covering regular healthcare costs, including dental, optical, therapy and hospital in‑patient and accidental injury cover.
* Weekly delivery of fresh fruit, free tea, coffee, milk (including alternatives), filtered water and fully equipped kitchen areas onsite.
* Access to the Employee Assistance Programme for confidential, professional support for mental wellbeing.
* Contributory pension scheme offering up to 6% employer contributions.
* Annual company‑wide events and team socials that welcome life partners.
* Eyecare support: contribution of £25 towards eye tests and up to £100 towards glasses for VDU use.
* Gym membership discount and Cycle2Work scheme to promote fitness and reduce carbon footprint.
* Recruitment Referral Scheme: earn £250 in cash when a referred candidate joins and an additional £500 once they pass probation.
Lifeplus is an equal‑opportunity employer. We celebrate diversity and foster a caring, fun community.
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