Customer Experience Agent (Multichannel)

Vintage Cash Cow; Leeds; On-site; GBP 21,000 - 27,000; Full time

Job summary

Vintage Cash Cow is seeking a Multichannel Customer Experience Agent based in Leeds. You will handle customer inquiries across phone, email and webchat, providing clear information and resolving issues to maintain a positive experience.

You will work with colleagues across teams to investigate and resolve complex cases, while maintaining accurate case notes and data protection standards. The role emphasizes ownership, customer focus and effective communication.

Qualifications

• Experience in a customer-facing role delivering services across multiple channels.
• Strong written and verbal communication skills with a customer-centric approach.
• Ability to manage conversations calmly and professionally, showing empathy and problem solving.

Responsibilities

• Handle customer conversations across phone, email, webchat and other channels.
• Investigate and resolve customer enquiries, taking ownership where possible.
• Escalate issues to appropriate teams when needed and keep customers informed.

Skills

Customer service

Multichannel support

Communication

De-escalation

Data protection

Organization

Tools

CRM systems

Job description

• Our Customer Experience Team is here to make selling to Vintage.com feel simple, reassuring and straightforward
• Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items
• We speak to customers across phone, email, webchat and other digital channels, working together and with teams across Vintage.com to find answers, resolve issues and deliver a consistently good customer experience
• As a Multichannel Customer Experience Agent, you’ll be one of the people our customers turn to when they need information, reassurance or support
• You’ll manage customer conversations across phone, email, webchat and other digital channels, helping people understand what is happening at each stage of their Vintage.com journey and resolving enquiries wherever possible
• Some conversations will be straightforward. Others will need you to investigate what has happened, work with another team or support a customer through a more difficult situation. You’ll take ownership rather than simply passing an issue on, while knowing when something needs to be escalated
• Every interaction is an opportunity to build trust. By listening carefully, communicating clearly and getting things right, you’ll help make the Vintage.com experience simple, transparent and genuinely customer-focused
• Customers receive clear, accurate and helpful support regardless of how they choose to contact us
• Enquiries are resolved as quickly and completely as possible, with customers kept informed when further investigation is needed
• Customer conversations and case information are recorded accurately and consistently
• Conversations are handled confidently across phone, email, webchat and other channels while maintaining quality and attention to detail
• Difficult or sensitive conversations are handled calmly, respectfully and with appropriate ownership
• Customer information is handled carefully and in line with data protection and internal requirements
• Recurring customer issues and feedback are identified and shared so we can improve our processes and customer experience
• Agreed service, quality and productivity expectations are consistently met while maintaining a positive customer experience
• Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation
• Provide clear and accurate information about Vintage.com’s services, processes and customer journey so customers understand what happens next
• Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution
• Handle difficult conversations professionally, using appropriate de-escalation and conflict-resolution techniques where needed
• Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening
• Take ownership of customer enquiries from initial contact through to resolution wherever possible
• Investigate issues using the systems, information and resources available before escalating to another team
• Work with colleagues across Vintage.com to resolve more complex customer cases and make sure actions are followed through
• Escalate appropriately when an issue requires specialist support, additional authority or further investigation
• Maintain clear and accurate case notes so the history, actions and outcome of an enquiry can be easily understood
• Record customer interactions accurately and handle personal information in line with data protection requirements and internal standards
• Navigate multiple systems and platforms confidently so different contact types can be managed efficiently
• Follow agreed customer processes and quality standards while using judgement where situations are less straightforward
• Manage workload and competing customer conversations effectively during busy periods without compromising accuracy or customer care
• Adapt to new systems, tools, channels and processes as our Customer Experience operation develops
• Build effective working relationships with colleagues across Customer Experience and the wider business to resolve customer issues effectively
• Share knowledge and useful information with colleagues so the team can provide a consistent customer experience
• Identify recurring customer questions, complaints and process gaps and raise them so underlying issues can be addressed
• Use customer feedback and day-to-day experience to suggest practical improvements to processes, information and ways of working
• Support new colleagues by sharing knowledge and contributing to a helpful and collaborative team environment

A practical approach to customer service, with the willingness to take ownership and follow enquiries through to resolutionConfidence working with colleagues across different teams to find answers and solve customer problemsConfidence learning and using different digital systems and platformsStrong organisation and attention to detail when managing customer information, actions and case notesExperience working in a customer-facing role where you have supported customers directlyThe ability to remain calm, respectful and customer-focused when handling complaints, difficult conversations or unexpected situationsThe ability to manage several tasks or customer conversations while maintaining accuracy and service qualityStrong problem-solving skills and the confidence to investigate an issue before deciding the right next stepClear and confident written and verbal communication skills, with the ability to adapt your tone and approach to different customers and situationsExperience handling complaints or using de-escalation and conflict-resolution techniquesNo specific qualification is required. We care more about your customer-service experience, communication skills, judgement and ability to solve problems effectivelyIf you’re excited about this role but don’t meet every requirement, your unique skills and experiences might be exactly what we need now or in the futureExperience supporting customers across more than one contact channel, such as phone, email and webchatExperience working within a contact centre or multichannel Customer Experience environmentFamiliarity with CRM, customer-service or case-management systemsExperience working within a consumer-facing, retail, e-commerce or re-commerce business