Customer Care Advisor

Hours: Monday - Friday, 9am - 5pm
Hybrid Working - 2 days office based, 3 days from home

We are currently recruiting on behalf of a fast-growing fashion brand for an experienced Customer Care Advisor to join their expanding team.

This is an exciting opportunity to join a scaling e-commerce business where customer experience is at the forefront of everything they do. The successful candidate will play a key role in delivering a first-class service and maintaining excellent customer satisfaction and Trustpilot reviews.

• Managing all customer email enquiries in a professional and timely manner
• Handling refunds, returns and exchanges efficiently
• Resolving customer complaints with empathy and a solution-focused approach
• Responding to delivery and order tracking enquiries
• Supporting customers throughout their full online purchasing journey
• Maintaining and improving customer satisfaction and Trustpilot ratings
• Liaising with internal teams and couriers to resolve customer issues quickly
• Updating customer records accurately across internal systems
• Identifying recurring customer issues and suggesting process improvements
• Ensuring all SLAs and response time targets are consistently achieved
• Providing a personalised and positive customer experience with every interaction
• Supporting during peak trading periods and product launches

• Previous experience within a customer service role
• Experience working within an e-commerce environment would be advantageous
• Confident handling high volumes of customer enquiries
• Excellent written communication skills and attention to detail
• Experience using Shopify
• Experience using Gorgias is highly desirable, although not essential
• Strong problem-solving skills and the ability to remain calm under pressure
• A proactive and positive attitude with a genuine passion for customer experience

• Hybrid working - 3 days working from home
• 20 days holiday + birthday off + bank holidays
• NEST pension scheme
• Volunteer days
• Opportunity to join a growing brand with ambitious expansion plans
• Supportive and collaborative team environment

This is a fantastic opportunity for a customer-focused professional looking to join a brand that is truly going places and make a real impact within a growing business.

BBBH36183