As a Wellness Specialist my role is to deliver excellent complete care, giving advice on our wellness products, allowing our customers to make informed choices about their health. This role delivers exemplary care in our wellness business to help our customers' wellbeing to thrive.
Customer:
As a Wellness Specialist…
* I use HUG to deliver person-centred care with my colleagues and customers, including offering digital solutions e.g., Health Hub, Boots App, Order & Collect etc
* I use all the experience and training I've had to be confident in taking every opportunity with customers to create solutions that are right for them. I share this learning with my store colleagues to help support the store's overall customer experience.
* I support customers with lifestyle changes and complete care solutions through great conversations
* I build customer loyalty by showing empathy and developing a warm rapport with every customer
* I ensure my interactions with customers feel natural and unscripted and deliver an experience that inspires our customers to buy by providing trusted advice
* I spend all my time within the wellness area of my store, being visible and approachable to customers
* I am passionate about wellness trends and always keep up-to-date on social media.
Business Performance
As a Wellness Specialist…
* I drive wellness sales by delivering an exceptional customer experience
* I understand how Boots' products and services compare with those of our competitors and use this knowledge to build loyalty with my customers
* I am passionate and curious about new product launches and drive performance in my store
* I take ownership of my contribution to my store's overall wellness performance
* I'm an ambassador for wellness in my store and share my passion with colleagues and customers to drive loyalty and engagement
* I use HUG with every customer to ensure I maximise every interaction to meet my individual targets
* I consistently deliver my individual sales targets
I review my own performance regularly and seek feedback to continually improve.
Operational Excellence
As a Wellness Specialist…
* I follow the latest operational guidance to Company standards to ensure I can meet customer and business needs
* I work in a safe, legal and compliant way, so that my store runs brilliantly
* I make sure my area of the store is presented to the highest standards
* I am fully compliant with all my training, and I share my learnings with my colleagues. I drive training compliance across my store.
Skills Required:
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o Energetic and passionate about finding the best solutions for customers
o Curious about customers and their holistic health and wellbeing
o Commercially driven and focused on delivering a great customer experience
o Empathetic, approachable and able to interact sensitively
o A team player that loves to contribute to the team and store's success
o Comfortable with embracing technology and the omnichannel offering
o An ambassador for the Boots brand and healthcare, eager to learn about everything health
Knowledge & Experience Requirements:
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o A strong understanding of health, wellness, and lifestyle products, with the ability to translate this knowledge into trusted advice for customers.
o Experience in delivering high-quality, person-centred customer care — ideally within retail, healthcare, or a service-focused environment.
o Confident in using digital tools and platforms to enhance the customer experience (e.g., Boots App, Health Hub).
o Demonstrated ability to meet or exceed individual sales or service targets through meaningful customer conversations.
o Experience of sharing knowledge and best practice with colleagues to improve team performance.
o A genuine interest in current wellness trends and developments, and enthusiasm for continuous learning in this space.
Keywords
wellness, customer experience, sales targets