Client Services Specialist — 6‑Month Contract (Multi‑Channel Support)

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

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.