You will act as a key point of contact for customers across phone, email, and digital channels, supporting with enquiries, orders, and issue resolution. Working closely with operations, dispatch, and warehouse teams, you will help ensure a smooth and efficient customer experience. Duties include:
* Handle incoming customer calls professionally and efficiently
* Respond to customer emails promptly and accurately
* Deal with customer queries via phone and email and website queries
* Support customers with placing orders and navigating the website
* Manage a high volume of customer enquiries across multiple channels
* Handle returns, refunds, item and delivery queries
* Resolve issues including faulty, missing, or delayed orders
* Escalate complex or sensitive cases where required
* Provide assistance to customers who may need support with online purchasing
* Maintain accurate records across internal systems
* Flat potential product or website issues that contribute to returns
Working Pattern
* Standard hours: 9:00am – 5:00pm
* Flexibility to cover between 8:00am – 6:00pm where required
* Monday–Friday, with potential move to a 6-day operation
* Peak season (Oct, Nov, Dec) may require weekend working on a rota basis
To apply you will have:
* Previous customer service experience (phone and email)
* Customer services within ecommerce/retail would be preferred but not essential
* Confident and professional communication skills
* Fluent English language, both written and verbal
* Strong attention to detail and accuracy
* Able to work in a fast-paced, high-volume environment
* Calm, resilient, and solution-focused
* Good IT and systems skills
What’s on Offer
* £26,750– £28,000 salary
* Company bonus scheme
* 28 days holiday, after 2 years increases by 1 day to 29 days and each year up to 33 days plus bank holiday
* Free parking
* Heavily discounted purchases on clothing and accessories
Salary description
£26750.00 - £28000.00 per year