Client Services Executive

Love2shop; Birkenhead; On-site; GBP 11,000 - 22,000; Full time

Benefits offered by this job

25 days holiday per year (pro-rata)

Company pension scheme

Staff Everyday Benefits card (discount

Corporate travel scheme with Merseyrl,

Kitchen space offering free tea, tea &

Family-friendly leave

Employee social events

Job summary

Love2shop is seeking a Client Services Executive to join our team on a 6-month Fixed Term Contract. You will support corporate Self-Serve and E-Commerce customers across phone, email, live chat and social media, handling orders, deliveries and product queries.

You’ll work with Sales, Dispatch and Account teams to resolve issues, meet SLAs, and improve customer touchpoints. Hours are 35 per week, Mon-Fri, 9am-5pm.

Qualifications

• Busy customer service or client services experience.
• Experience communicating with customers across multiple channels such as telephone, email and web chat.
• Excellent written and verbal communication skills.
• A genuine commitment to delivering excellent customer service.
• Strong problem-solving and proactive approach to resolving customer queries.
• Good attention to detail and accuracy.
• Ability to meet deadlines, SLAs and service targets.
• Understanding of FCA regulations, GDPR and compliance requirements.
• Collaborative across teams and adaptable to change.

Responsibilities

• Respond to customer enquiries across phone, email, live chat and social media in a professional and timely manner.
• Support customers with orders, including new orders, amendments, cancellations, returns and delivery tracking.
• Provide guidance to customers using Self-Serve and E-Commerce platforms.
• Develop knowledge of Love2shop products, including e-gift cards and reward codes.
• Investigate and resolve missing orders, delivery issues and customer disputes.
• Handle complaints effectively, taking ownership and working towards a positive resolution.
• Monitor and respond to customer reviews, messages and social media enquiries, escalating reputational concerns where appropriate.
• Identify and escalate suspicious activity or potential fraud in line with company processes.
• Maintain accurate customer records and handle customer information per GDPR and PCI DSS requirements.
• Work closely with Sales, Account Management, Dispatch, Corporate Accounts and Card Services.
• Meet agreed SLAs and KPIs while maintaining a high standard of service.
• Identify opportunities to improve processes and customer touchpoints and share feedback with the business.
• Support wider Client Services activities across Aftersales, Orders, Fulfilment and E-Commerce when required.

Skills

Multichannel communication

Customer service

Attention to detail

Problem solving

Team collaboration

Microsoft Office

Adaptability

Regulatory awareness

Comms across multiple channels

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Client Services Executive – Fixed term contract

This is a 6-month fixed term contract.

The role.

We’re looking for a Client Services Executive to join our team and provide an excellent level of service to our corporate Self-Serve and E-Commerce customers.

You’ll be responsible for supporting customers across a range of channels including phone, email, live chat and social media, helping with everything from orders and deliveries to account queries and product support.

This is a varied role where no two days will be exactly the same. You’ll work closely with teams across the business to resolve queries, investigate issues and make sure our customers receive a great experience, with a focus on getting things right first time.

The responsibilities.

• Respond to customer enquiries across phone, email, live chat and social media in a professional and timely manner.
• Support customers with orders, including new orders, amendments, cancellations, returns and delivery tracking.
• Provide guidance to customers using our Self-Serve and E-Commerce platforms.
• Develop strong knowledge of our physical and digital products, including Love2shop e-gift cards and Love2shop Reward Codes.
• Investigate and resolve missing orders, products, delivery issues and customer disputes.
• Handle complaints effectively, taking ownership of issues and working towards a positive resolution.
• Monitor and respond to customer reviews, messages and social media enquiries, escalating any reputational concerns where appropriate.
• Identify and escalate suspicious activity or potential fraud in line with company processes.
• Maintain accurate customer records and handle customer information in accordance with GDPR and PCI DSS requirements.
• Work closely with colleagues across Sales, Account Management, Dispatch, Corporate Accounts and Card Services.
• Meet agreed SLAs and KPIs while maintaining a consistently high standard of customer service.
• Identify opportunities to improve processes and customer touchpoints and share customer feedback with the wider business.
• Support wider Client Services activities across Aftersales, Orders, Fulfilment and E-Commerce when required.

About you.

We’re looking for someone who genuinely enjoys helping customers and takes ownership of resolving problems. You’ll be comfortable managing a busy workload, communicating across different channels and working as part of a team.

You’ll be proactive, organised and able to remain calm when dealing with challenging queries. Attention to detail is also really important, particularly when handling customer information, orders and transactions.

To be successful in this role, you’ll ideally have:

• Previous experience in a busy customer service or client services role.
• Experience communicating with customers across multiple channels such as telephone, email and web chat.
• Excellent written and verbal communication skills.
• A genuine commitment to delivering excellent customer service.
• Strong problem-solving skills and a proactive approach to resolving customer queries.
• Good attention to detail and accuracy.
• The ability to work to deadlines, SLAs and service targets.
• Confidence using Microsoft Office, including Word, Excel and Outlook.
• The ability to learn and confidently use a range of different systems and platforms.
• An understanding of FCA regulations, GDPR and compliance requirements.
• A collaborative approach and the ability to build good working relationships across different teams.
• The ability to adapt positively to change in a fast-paced environment.

Previous experience within Business Support or a similar environment would be an advantage, but isn’t essential.

About us.

Love2shop ( visit our website ) is a business bringing vitality to the world of reward and recognition, helping people to celebrate the moments that matter most – at home, in work, at play, or anywhere at all, really. We do that by helping people to offer the gift of choice.

With an incredible range of gift cards and vouchers, Love2shop lets lucky recipients open the door to hundreds of top high street brands and retailers – and go spending! They can do that in-store or online. Sometimes we work in the consumer market, and sometimes we are all about business-to-business and insight data tells us that over 60% of the UK population recognises the Love2shop brand.

We’ve been around for more than 55 years so you could say we really know our onions! But we’re also forward-thinking and progressive having recently been acquired by UK-based company, PayPoint, so there are many exciting developments to look forward to.

Job type

This is a 6-month Fixed Term Contract.

Our working hours are 35 hours per week, Monday to Friday, 9am-5pm.

Contract type

Fixed Term Contract

Hours

35 hours per week, Monday to Friday, 9am-5pm.

We are focused on ensuring our team enjoy a good work-life balance, offering a range of benefits including:

• 25 days’ holiday per year, plus bank holidays (pro-rata)
• Company pension scheme
• Staff Everyday Benefits card offering discounts with multiple retailers (10%)
• Corporate travel scheme with Merseyrail, Northern Rail, Arriva & Transport for Wales
• Kitchen space offering free tea, coffee and refreshments
• Family-friendly leave
• Employee social events, lunches and fun activities