Customer Experience Specialist (Festive Cover)

Joma Jewellery Ltd; Banbury; Hybrid; GBP 26,000; Full time

Job summary

A family-run retail company is looking for Customer Experience Specialists to join their team in Banbury. You will deliver outstanding customer service via phone, email, and webchat, resolving issues and ensuring a memorable online shopping experience. The role offers a full-time salary of £25,500 and is hybrid, allowing for work from home, with occasional office visits. Ideal candidates have a background in customer service and strong problem-solving skills.

Benefits

25 days holiday plus bank holidays

Generous staff discount

Opportunities for learning and development

Qualifications

• Previous experience in a customer service environment is essential.
• Experience with Gorgias and Magento preferred.
• Able to work in a fast-paced environment.

Responsibilities

• Deliver outstanding customer service via multiple channels.
• Process refunds and manage customer interactions.
• Collaborate with teams to enhance customer experience.

Skills

Customer service experience

Organizational skills

Problem-solving skills

Verbal communication

Adaptability

Tools

Gorgias

Magento

Job description

Overview

We have the exciting opportunity to be recruiting for two Customer Experience Specialists to support us throughout the festive period. These positions are immediately available until January 2026. You'll be part of our bright and cheery Customer Experience team that looks after our retail customers for both of our brands. With gifting at the heart of our brand identity, the customer is at the heart of everything we do, you will be providing outstanding customer service by offering a positive and personalised experience for every customer. You'll report to the Ecommerce Retail Customer Experience Manager, and communicate with customers through email, phone, social media and live webchat.

You will make an impact in this fast paced, ever-growing business by ensuring all customers have a personalised experience for when things don\'t quite go as planned. We want you to do so in an on-brand tone of voice, whilst coming up with effective solutions and ensuring our customers are having stress free, memorable online shopping experience. We have systems in place that will help with the day-to-day, such as Gorgias, Magento, and Monday.com. You\'ll need to be a brilliant problem solver, with empathy for our customers.

You will have the opportunity to get to collaborate with our wonderful wider teams such as Operations and eCommerce to deliver a great customer journey. If you are successful in the role, our fantastic customer experience team will provide 2-3 weeks of customer services training to ensure you feel confident in handling any customer queries that may come your way! You will be working an 8 hour, 5 days a week shift pattern.

We are currently operating on a ‘any 5 in 7’ contract, this means that you could be required to work a shift on any day of the week, this will include up to 2 weekends per month, with one weeks’ notice. Your working hours may vary based on the business’ needs. This role is hybrid meaning you may need to work from our Head Office in Banbury, Oxfordshire occasionally on request (usually on your first and last day), whilst having the luxury of working from home for the majority of your contract.

As you will be mostly working from home it is imperative that you have a reliable internet connection and a private space to be able to take customer calls without interruptions.

Behind the brands

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

How you’ll contribute

• Delivering the highest level of customer service to all customers daily via phone, email, and webchat channels
• Processing refunds for B2C returns via Magento
• Responding to customers interactions on social media platforms
• Responding to Feefo reviews
• Working towards SLA\'s to meet customers expectations
• Working with Ecommerce, Operations and Marketing teams
• Dealing with claims via delivery companies/third party logistics providers
• Supporting the business objectives to provide customers with an outstanding experience

The talent you’ll bring

• Previous experience working in a customer service-based environment
• Previous experience using Gorgias and Magento is desirable
• Able to work in a fast-paced environment
• Excellent organizational skills, written and verbal communication
• The ability to prioritise workload
• Maintain a positive attitude towards change
• Adaptability to work independently as well as in a team
• Excellent telephone manner and corresponding skills
• Strong problem-solving skills

Perfectly packaged

• A FTE salary of £25,500
• 25 days holiday rising to 27 with length of service, plus bank holiday
• Abroad benefit space including our staff favourite – a very generous staff discount across both our brands. See all of our benefits on our careers portal
• Opportunities to make an impact as well as learn and develop further
• An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal

Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. We strive to be the best in our field, and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences, or personalities – it’s what you bring to the team that counts.

We are always striving to improve our way of working to be more inclusive, diverse and equal, including encouraging all team members to bring their ideas to the table as we know this is key to our continued success.