Customer Services Executive / Customer Service Assistant, based at head office of this fantastic, clothing, outerwear and accessories retailer. You will work within the operations team which focuses on delivery excellent customer service
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
Log faulty goods and coordinate next steps with the warehouse and management
Keep customers informed throughout the resolution process
Support click and collect communications
Maintain accurate records within Shopify and internal systems 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
