Your Role

In this role, your primary focus will be on ensuring exceptional customer satisfaction during our peak trading period. You will be responsible for delivering outstanding service through email and live chat, resolving customer inquiries and concerns quickly and effectively. Additionally, you’ll manage product returns, ensuring a smooth and hassle-free process for customers.

A key part of your role will involve monitoring customer reviews and feedback, identifying trends, and reporting on customer satisfaction levels. You’ll work closely with the Senior team, providing valuable insights to help us continuously improve the customer experience. Your attention to detail and commitment to customer happiness will be essential as we navigate this exciting period of growth.

Key Responsibilities

• Provide exceptional customer service via email and live chat, responding to inquiries and resolving issues in a timely and professional manner.

• Process returns and exchanges, ensuring that they are tracked and processed accurately.

• Monitor and respond to customer reviews via Trustpilot and Reveiws.io.

• Identify and report customer trends and issues to the senior team to improve the overall customer experience.

• Drive customer satisfaction and retention through a well executed customer journey.

• Maintain and improve our post-enquiry customer satisfaction score of 4.6+

• Improve first time response rates and ticket resolution times.

• Help to shape a strategy to offer best in class customer service.

• Develop and take pride in your own personal customer satisfaction scorewith our support platform.

• Collaborate with cross-functional teams to ensure that all customer support processes are efficient and effective.

• Assist with ad hoc tasks as needed.Key requirements.

Key Skill Requirements

You must be able to travel to our Birmingham office for training and have access to a quiet, appropriate work environment. The role requires availability for evenings and weekends. While one year of experience in customer support or a related field is preferred, it is not essential.

Strong communication skills, both written and verbal, are a must, along with the ability to manage multiple tasks and deadlines.

We are looking for someone who is proactive, solution-oriented, and proficient in Microsoft Office and Google Suite. Strong organizational skills and a good understanding of customer service best practices are also important for success in this role.