Customer Service Advisor – 3 Month Fixed Term Contract – up to 22k Pro Rata

Job Purpose

This is an exciting opportunity to work as part of a small customer services team at one of the UK’s largest gifting retailers. This is a busy and demanding role that will see you managing the customer’s journey end-to-end. Your role will be key in ensuring all our customers have an outstanding experience shopping with us.

Answering customer phone calls, handling customer emails, dealing with complaints, responding to reviews, and performing several administrative tasks. You will act as a point of contact for multiple internal and external team members, and you’ll need the organisational and communication skills to manage relationships successfully and efficiently with our warehouse, suppliers, 3PL, couriers, payment providers, tech partners, internal team members (ecommerce and store) and customers.

This position will be covering our peak period (November, December, and January) during this time we take on additional customer service team members. Along with the Customer Services Manager, you will act as an escalation point for this wider team.

This role is office based at our Head office in Dorking, Surrey.

Standard working hours are Monday – Friday 9am – 530pm

All training required will be provided to you.

Key Accountabilities and Responsibilities

• Responding to customer emails
• Answering customer enquiries by phone
• Handling complaints
• Working closely with all internal departments and external suppliers
• Writing review responses
• General administration tasks
• Reporting on customer issues

Skills and Experience

We are looking for a well organised, bright, enthusiastic person with great written and verbal communication skills that is happy working alone and as part of a team.

You will need to be a fast learner with the ability to handle multiple systems and use your initiative to navigate complicated customer queries. Being able to multitask and manage your workload effectively to work in the most efficient way is a must.

You must be proficient in all Microsoft packages including excel, have experience working in an office environment and be confident talking on the phone.

Previous experience in a customer services environment with a knowledge of consumer rights would be an advantage.