Customer Service Agent

WE ARE HIRING A CUSTOMER SERVICE AGENT

Ever opened a new bank account and got a weekend away? Spent on fashion and received a personal styling session? Picked up groceries and walked away with cinema tickets?

If so, you’ve probably experienced a TLC Worldwide campaign - without even knowing it.

At TLC, we help the world’s biggest brands drive customer acquisition, loyalty and engagement with emotionally engaging, experience-led rewards. From global banks to high street retailers, our programs are designed shift behaviour, boost ROI and build genuine brand love – at the fraction of the cost of discounting and cash offers. Backed by COSMOS, our all-in-one program platform, we deliver personalised campaigns at scale with live data, smart insights, and seamless customer journeys.

We’ve spent 30 years mastering what moves customers; combining deep consumer insight, a global network of 100,000+ rewards, and a unique ability to drive measurable ROI for brands.

We’re 400+ people strong, across 15 global hubs. A collective of marketers, creatives and strategists who care about doing great work - and having fun while we do it. We celebrate bold thinking, empower growth, and champion the kind of culture that helps people thrive.

Here are a few things that we've got to offer

• Dynamic & collaborative team in a creative environment with exposure to global clients & colleagues - Check out our clients
• Weekly webinars to support your development through our People Academy
• Annual TLC Wellness Week and programmes throughout the year
• TLC Culture Club - including seasonal social events, tasty lunches & more
• TLC Gives Back - volunteering opportunities, including off site visits and volunteering leave
• TLC Rise - supporting and empowering women into leadership roles
• 'Frankies' - Our very own awards ceremony where we walk down the TLC red carpet in our best outfits
• TLC Owner's Club - Everyone that is part of the TLC experience contributes to our success, which is why we all own a piece of TLC as part of our share holder scheme

What you'll be doing

Delivering Outstanding Customer Service

• Answer incoming calls promptly and professionally, resolving customer queries with confidence
• Guide customers through offers, availability, and bookings
• Keep customers informed every step of the way, delivering a seamless experience

Managing Bookings & Campaigns

• Make outbound calls to suppliers to secure and confirm bookings
• Understand campaign mechanics in detail and communicate them clearly to customers
• Ensure all bookings and interactions align with campaign terms and SLAs

Data & Process Excellence

• Accurately capture and maintain customer data within systems
• Keep records up to date and compliant with data protection regulations
• Maintain campaign reports, logs, and documentation with precision

Collaboration Across Teams

• Work closely with Product, Client Services, Sales, and external partners
• Share feedback and escalate issues when needed
• Support campaign delivery by keeping communication flowing across teams

Operational Support

• Estimate campaign-related costs where required
• Ensure all communications are accurate, well-presented, and professional
• Support multiple campaigns simultaneously, staying organised and proactive

Who we're looking for

• Exceptional communication and interpersonal skills
• Experience in a customer service or call centre environment (ideally sales-led)
• A natural problem-solver who can think on their feet
• Highly organised with strong attention to detail
• Ability to multitask and manage competing priorities
• A proactive mindset with strong ownership and accountability

• Being a people-led business, we hire upon values and believe that our people are what make the beloved TLC culture so unique.
• At TLC we aim to create a ‘world within the world’ that is free from prejudice, bias and inequity.
• A world where diversity is valued and celebrated, and where we work hard to ensure all our wonderful people are given equal opportunity to succeed.
• If you're excited by everything we've told you, then it's time to apply!