Customer Care Advisor

Self-Portrait; City Of London; On-site; GBP 15,000 - 21,000; Full time

Job summary

Self-Portrait in Central London is seeking a Customer Care Advisor for an 8–12 week temporary contract to support customers across phone, email, live chat and WhatsApp. The role is office-based, 40 hours per week, with weekend shifts on a rota. Start date is week commencing 2 November 2026.

You will handle inquiries, process returns, monitor orders, and resolve issues within SLAs, delivering friendly, proactive service while recording interactions and sharing feedback with internal teams.

Qualifications

• Previous experience in a customer service role.
• Strong written and verbal communication skills.
• Confident handling complaints and difficult customer conversations.
• Strong problem-solving skills and the ability to use initiative.
• Highly organised with excellent attention to detail.
• Strong administrative and record-keeping skills.
• Able to manage multiple queries and priorities in a fast-paced environment.
• Target-driven, hardworking and reliable.
• Positive attitude and ability to work effectively as part of a team.

Responsibilities

• Handle incoming customer queries across phone, email, live chat and WhatsApp, providing timely, empathetic and professional responses.
• Monitor customer orders and track shipments to help ensure a smooth delivery experience.
• Assist customers with returns and refunds.
• Resolve customer queries efficiently and confidently within agreed SLAs.
• Handle complaints and challenging situations, using good judgement to find appropriate solutions.
• Provide friendly, helpful and efficient service while working to customer service targets and SLAs.
• Accurately record customer interactions and maintain clear case notes.
• Identify customer feedback and recurring issues and share these with relevant internal teams.
• Work collaboratively with colleagues across the business to resolve customer issues and improve the overall customer experience.

Skills

Customer service

Communication

Problem solving

Attention to detail

Organisational skills

Record keeping

Team player

Multi-channel

Complaints handling

Tools

Shopify

Gorgias

Zendesk

Dixa

Job description

Customer Care Advisor – TEMPORARY

8–12 week temporary contract | Full-time | Central London | Start date: Week commencing 2 November

We are looking for enthusiastic and hands‑on Customer Care Advisors to join our Customer Service team on a temporary 8–12 week contract.

This is a fast‑paced role supporting customers across multiple communication channels, including phone, email, live chat and WhatsApp. We are looking for candidates with previous customer service experience who is confident communicating with customers, solving problems and handling complaints.

The following are essential requirements for this role:

• Previous customer service experience.

• Availability to work 40 hours per week.

• Availability to work Monday–Sunday, 9am–6pm (on a rota basis).

• Weekend availability is essential.Weekend shifts are worked on a rota basis and are not required every weekend.

• Availability to commit to an 8–12 week temporary contract.

• Ability to work from our Head Office in Central London – this is an office-based role and is not fully remote.

• Availability to start week commencing 2 November 2026.

Part‑time hours may be considered, but only for candidates who are available to work weekends.

The Role

As a Customer Care Advisor, you will:

• Handle incoming customer queries across phone, email, live chat and WhatsApp, providing timely, empathetic and professional responses.

• Monitor customer orders and track shipments to help ensure a smooth delivery experience.

• Assist customers with returns and refunds.

• Resolve customer queries efficiently and confidently within agreed SLAs.

• Handle complaints and challenging situations, using good judgement to find appropriate solutions.

• Provide friendly, helpful and efficient service while working to customer service targets and SLAs.

• Accurately record customer interactions and maintain clear case notes.

• Identify customer feedback and recurring issues and share these with relevant internal teams.

• Work collaboratively with colleagues across the business to resolve customer issues and improve the overall customer experience.

Skills & Requirements

Essential

• Previous experience in a customer service role.

• Strong written and verbal communication skills.

• Confident handling complaints and difficult customer conversations.

• Strong problem‑solving skills and the ability to use initiative.

• Highly organised with excellent attention to detail.

• Strong administrative and record‑keeping skills.

• Able to manage multiple queries and priorities in a fast‑paced environment.

• Target‑driven, hardworking and reliable.

• Positive attitude and ability to work effectively as part of a team.

Desirable

• Experience using Shopify.

• Experience using customer service platforms such as Gorgias, Zendesk or Dixa.

• Previous experience within e‑commerce, fashion or retail.

Working Hours

40 hours per week, Monday–Sunday, 9am–6pm.

Weekend work is essential.

Part‑time hours may be considered, but only where the candidate is available to work weekends.

Contract & Location

Contract: Temporary, 8–12 weeks
Location: Central London – Head Office
Working arrangement: Office-based
Start date: Week commencing 2 November 2026

The exact start date will be confirmed with the successful candidate.

Interview Process

First Round – Video Interview

Interviews will take place during:

• Week commencing 12 October

• Week commencing 19 October

Second Round – Face‑to‑Face Interview

Interviews will take place at our Central London Head Office during:

• Week commencing 19 October

• Week commencing 26 October