Customer Care Advisor

Joe Browns; Leeds; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading fashion retailer based in Leeds is seeking a Customer Care Advisor to support customers across phone, email, and social channels. This varied role involves taking orders, handling enquiries, and ensuring a positive customer experience. Ideal candidates should have good communication skills and a friendly manner. Full training will be provided. The position offers a competitive salary, benefits package, and opportunities for career development.

Benefits

Competitive salary

Staff discount

Supportive team environment

Career development opportunities

Qualifications

• Strong communicator with a friendly, professional manner.
• Organised and accurate, able to juggle multiple priorities.
• Experience in retail or contact center is desirable but not essential.

Responsibilities

• Taking customer orders over the phone with accuracy.
• Handling enquiries across phone, email, and social media.
• Processing refunds and exchanges in line with procedures.
• Coordinating with delivery partners on order fulfilment.
• Resolving complaints at first contact when possible.

Skills

Strong communication

Customer service experience

Problem solving

Basic IT skills

Tools

Microsoft Office

Job description

Overview

At Joe Browns, we pride ourselves on creating a remarkable experience for our customers – and that starts with our Customer Care team. As a Customer Care Advisor, you’ll be the voice of Joe Browns, supporting customers across phone, email, and social channels. From placing orders and answering product queries to processing returns and resolving complaints, you’ll play a key role in making every interaction positive and memorable. You’ll also work closely with our delivery partners, warehouse, retail, and merchandising teams to make sure everything runs smoothly behind the scenes. This is a varied role where no two days are the same, and you’ll be supported with full training to help you succeed.

What You’ll Be Doing

• Taking customer orders over the phone with accuracy and efficiency
• Handling enquiries across all channels (phone, email, social media)
• Processing refunds, exchanges, and postal orders in line with company procedures
• Coordinating with delivery partners on order fulfilment and tracking
• Logging customer correspondence and maintaining accurate records
• Resolving complaints where possible at first contact, escalating when needed
• Supporting other business areas (e.g., Warehouse, Retail, Merchandising) when required
• Working to individual and team targets to help us deliver an exceptional service

About You

• A strong communicator with a friendly, professional manner
• Confident in listening and responding to customer needs
• Organised, accurate, and able to juggle multiple priorities
• A natural problem solver with a positive outlook
• Comfortable with basic IT systems (Microsoft Office) and open to learning new tools
• Experience in customer service, retail, or a contact centre is desirable but not essential – full training will be given. Most importantly, you’ll bring energy, empathy, and a genuine desire to deliver a remarkable customer experience.

Why Join Us?

At Joe Browns, we’re more than just a fashion retailer – we’re a fun, fast-paced, and creative business with a big personality. We value individuality, positivity, and teamwork, and we want our people to enjoy coming to work every day.

What We Offer

• A competitive salary and benefits package
• Staff discount on our remarkable garments
• A friendly, supportive team environment
• Opportunities to grow and develop your career
• Being part of a brand that does things differently