Customer Operations Executive

The Perfume Shop; High Wycombe; Hybrid; GBP 18,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Discretionary Bonus

Stream access

Hybrid Working

TPS Perks

Buy & Sell Holiday scheme

Life Assurance

Staff discount 20%

Discounts at Superdrug

Discounts at Three Mobile

RetailTrust partnership

Cycle to work scheme

Job summary

The Perfume Shop is seeking a detail-focused Customer Operations Executive to own key customer processes, including refunds, claims, chargebacks and fraud controls. You will use data, insights and problem-solving to improve performance, strengthen controls and deliver accurate outcomes for customers and the business.

This role offers Hybrid Working (3 days in the office, 2 days remote), 25 days holiday, a discretionary bonus, staff discounts and other benefits designed to support wellbeing and

Job description

We’re looking for a detail-focused Customer Operations Executive to join our team and play a key role in improving customer operational processes, reducing risk and supporting better outcomes for both our customers and the business.

You’ll take ownership of key customer-related operational processes, using data, insight and problem-solving to improve performance, strengthen controls and help ensure claims, refunds, chargebacks and fraud activity are managed effectively and accurately.

Salary: Up to £30,000 per annum

WHAT YOU’LL DO

• Own and improve key customer operational processes including refunds, claims, returns and chargebacks, ensuring they are delivered accurately and consistently.
• Monitor process performance and operational data to identify trends, risks and opportunities to improve efficiency, accuracy and cost effectiveness.
• Manage chargeback activity end-to-end, working to improve recovery rates and reduce repeat occurrences.
• Act as a subject matter expert for operational risk, claims, chargebacks, fraud prevention and process controls, providing insight and recommendations to support decision making.
• Work collaboratively with teams across the business to strengthen controls, improve recovery outcomes and enhance operational performance.
• Drive process improvements, automation and system enhancements that deliver measurable operational benefits.

WHAT YOU’LL BRING

• Experience in an operational, back-office or process-driven role.
• Experience supporting claims, refunds, chargebacks or similar operational activities.
• Strong analytical and problem-solving skills, with the ability to use data and insight to identify trends and opportunities.
• Excellent attention to detail, organisation and prioritisation skills.
• The ability to work independently, take ownership and see tasks through to completion.
• A passion for improving processes, challenging the status quo and finding better ways of working.

WHAT YOU’LL GAIN

• 25 days holiday plus bank holidays.
• DiscretionaryBonus- We love to share our success with you!
• Access to Stream, to support your financial wellbeing needs, giving you more control and flexibility with your pay.
• Hybrid Working! 3 days office and 2 days off-site.
• Access to our TPS Perks which offers you a variety of saving and discount options.
• Buy & Sell Holiday scheme and Life Assurance.
• 20% staff discount, as well as discounts at Superdrug and Three Mobile.
• Round the clock support from ourpartnership withRetailTrust.
• Cycle to work scheme for those who don’t mind riding up the hills of High Wycombe.

"We’re a sociable bunch of down-to-earth people, who enjoy our work and each other’s company"

The Perfume Shop is an equal opportunity employer that is committed to supporting diversity and inclusion within our work environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.