Monday-Friday | 9am-5pm | Hybrid - 2/3 days office-based
We're currently recruiting for an exciting opportunity with a fast-growing fashion and e-commerce brand that is continuing to scale.
They're looking for an experienced Customer Care Advisor to join their growing team and play a key role in delivering an exceptional customer experience. This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems and being part of a fast-paced, ambitious business.
You'll be responsible for managing customer enquiries across the full online purchasing journey, from initial queries through to delivery, returns and aftercare. You'll also have the opportunity to contribute ideas and help improve customer service processes as the business continues to grow.
Key Responsibilities
Manage customer enquiries via email in a professional, friendly and timely manner
Handle refunds, returns and exchanges efficiently and accurately
Resolve customer complaints with empathy and a solution-focused approach
Respond to delivery, order tracking and product enquiries
Support customers throughout their complete online purchasing journey
Deliver a consistently positive and personalised customer experience
Help maintain and improve customer satisfaction and Trustpilot ratings
Liaise with internal teams, warehouses and couriers to resolve customer issues quickly
Accurately update customer records and information across internal systems
Identify recurring customer issues and suggest improvements to processes and the wider customer journey
Consistently achieve agreed SLAs and response time targets
Provide additional support during peak trading periods, product launches and other key business momentsAbout You
We're looking for someone who is confident, personable and genuinely passionate about delivering great customer service.
You'll ideally have:
Previous experience in a customer service or customer care role
Experience within an e-commerce environment would be advantageous
Experience managing a high volume of customer enquiries
Excellent written communication skills and strong attention to detail
Experience using Shopify
Experience using Gorgias is highly desirable
Strong problem-solving skills and a calm, professional approach when dealing with challenging situations
A proactive, positive attitude with a genuine passion for customer experience
The ability to work independently while also being a collaborative team playerBenefits
£28,000 salary
Monday-Friday, 9am-5pm
Hybrid working - 2/3 days from home
20 days' annual leave + your birthday off + bank holidays
NEST pension scheme
Volunteer days
Opportunity to join a rapidly growing fashion and e-commerce brand
Supportive and collaborative working environment
Opportunity to make a genuine impact as the business continues to scaleThe Opportunity
This is a great opportunity for a customer-focused professional who wants to join an ambitious, growing brand where customer experience is genuinely valued.
If you have strong customer service experience, enjoy working in a fast-paced e-commerce environment and have experience with Gorgias and Shopify, we'd love to hear from you.
BH37508
Salary description
£28000.00 - £28000.00 per year