We're looking for enthusiastic Customer Service Advisors to join our team and deliver exceptional support to customers across phone, email and live chat channels. This role is customer-facing and detail-focused: you'll resolve enquiries, share product knowledge and help customers make confident purchase decisions while maintaining our high standards of service.,

Provide friendly, efficient and accurate customer service across multiple channels including phone, email and live chat
Use product knowledge to advise customers on features, availability and suitability to meet their needs
Resolve enquiries, complaints and order issues promptly, escalating when necessary to maintain excellent customer outcomes
Record customer interactions and maintain accurate notes in the CRM to ensure continuity and quality of service
Work to performance targets such as response time, first contact resolution and customer satisfaction scores
Identify opportunities to improve processes and feedback customer insights to product and operations teams
Maintain up-to-date product knowledge through training and self-directed learning
Support colleagues by sharing best practice and contributing to a positive team environment

Experience: Proven experience in a customer service or contact centre role, comfortable handling high volumes of enquiries
Product knowledge: Quick to learn and confident explaining product features and benefits; previous experience in retail or e-commerce is desirable
Customer service: A strong service mindset with a track record of achieving high customer satisfaction
Excellent verbal and written communication skills with clear, polite phone manner and accurate typing/CRM skills
Strong attention to detail with ability to follow processes and maintain accurate records
Comfortable working to targets and performance metrics in a busy environment
Resilient - able to remain calm and effective under pressure
Positive attitude - personable and friendly with customers and colleagues
Passionate - committed to delivering great service and continuously improving
Attention to detail - thorough when recording information and following procedures
Motivated - self-driven, with a proactive approach to workload and development
Empathetic - able to understand customer needs and respond appropriately
Adaptable - flexible to changes in process, systems and customer demand

Competitive salary and performance-related bonus
Mon-Fri opportunities with rota stability and limited weekend cover only where operationally necessary
Pension scheme provided by Legal & General
Life assurance and access to Medicash for health and wellbeing support
Employee discounts on products and services
Comprehensive induction, product training and ongoing development, Full-time and part-time roles available, shift patterns to be agreed
Role based at our customer service centre with occasional hybrid working options dependent on business needs
Some out-of-hours cover may be required for peak trading periods
Competitive salary and bonus opportunities
Medicash cashback scheme for health and wellbeing support
Unum income protection
Pension scheme and employee discounts
Learning and development programmes and clear internal progression pathways
Recognition and reward schemes including long service awards

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