Customer Service Advisor

Driving Force; Bradford; On-site; GBP 23,000 - 28,000; Full time

Job summary

Hawk3 Talent Solutions is recruiting for a Customer Service Advisor in Bradford. The role involves handling orders, deliveries and aftersales, with a focus on excellent customer service. The position is office-based with hours Thu–Mon, 8am–6pm on Thu/Fri/Mon and 7am–3pm Sat/Sun.

Applicants should have customer-facing experience, strong communication and problem-solving skills, and be comfortable in a fast-paced ecommerce environment. Weekend work is essential and training is provided.

Qualifications

• Experience in customer service or customer-facing roles.
• Strong written and verbal communication for customers and colleagues.
• Flexible, adaptable and able to respond to changing priorities.
• Experience in fast-paced online retail or ecommerce is a plus.
• Good problem-solving skills and initiative in resolving issues.
• Attention to detail and ability to flag errors.

Responsibilities

• Respond to customer enquiries across channels with a professional, helpful service.
• Handle orders, deliveries, returns, refunds, product information and aftersales support.
• Take ownership and investigate issues to reach effective resolutions.
• Identify recurring issues and report process gaps affecting customers.
• Collaborate with Operations, Ecommerce and Warehouse to resolve queries.
• Maintain accurate customer records and communicate updates appropriately.
• Support weekend trading hours and balance priorities across the team.

Skills

Customer service

Communication

Problem solving

Attention to detail

Tools

eDesk

Linnworks

Job description

Customer Service Advisor

Location: Bradford, West Yorkshire, BD4.
Salary: £25,500 starting salary.
Working Hours: Thursday – Monday. Flexible hours between 8am – 6pm on Thursday, Friday and Monday with 7am – 3pm working hours on Saturday and Sunday
Working Pattern: Office-based

The Opportunity

Hawk3 Talent Solutions is recruiting on behalf of a growing ecommerce client for proactive, adaptable and customer-focused Customer Service Advisors to join their busy team in Bradford.

Working within a fast-paced and continually evolving online retail environment, you will play an important role in delivering excellent customer service, resolving customer enquiries and ensuring a positive customer experience from order placement through to delivery and aftercare.

This is a varied role that will suit someone who is comfortable responding to changing priorities, identifying potential issues and working collaboratively with colleagues across the business. You will be responsible for managing customer queries relating to orders, deliveries, returns, refunds, product information and aftersales support, taking ownership of issues and working towards effective resolutions.

Key Responsibilities

• Respond to customer enquiries across various channels, providing a professional, helpful and timely service.
• Manage customer queries relating to orders, deliveries, returns, refunds, product information and aftersales support.
• Take ownership of customer issues, working proactively to investigate and resolve queries wherever possible.
• Identify, highlight and report recurring issues, system errors, process gaps and potential problems that could affect the customer experience or wider business.
• Adapt quickly to changing workloads, business priorities, systems and processes within a fast-paced ecommerce environment.
• Liaise effectively with other departments, particularly Operations, Ecommerce and Warehouse, to investigate and resolve customer issues.
• Maintain accurate customer records, ensuring all relevant information is recorded and communicated appropriately.
• Identify opportunities to improve customer service processes, operational efficiency and the overall customer experience.
• Provide feedback and suggestions to support continuous improvement across the customer service function.
• Balance working independently and using initiative with contributing positively to the wider team.
• Provide consistent customer service and support during weekend trading hours.
• Manage competing priorities effectively, ensuring customer enquiries are dealt with promptly and professionally.

Experience Required

• Previous experience in a customer service or customer-facing role.
• Strong written and verbal communication skills, with the ability to communicate professionally and effectively with customers and colleagues.
• A flexible and adaptable approach, with the ability to respond positively to changing priorities.
• Experience working in a fast-paced environment, ideally within online retail, ecommerce or a similar customer-focused operation.
• Good problem-solving skills and the ability to use initiative when investigating and resolving customer issues.
• Excellent attention to detail, with the confidence to identify, flag and report errors, inconsistencies and potential problems.
• Strong organisational skills and the ability to manage individual responsibilities independently.
• A positive, practical and proactive attitude, with a willingness to get involved and support the wider team.
• The ability to work collaboratively with colleagues across different departments.
• Basic Microsoft Excel skills would be advantageous.
• Familiarity with ecommerce platforms and online retail operations would be beneficial.
• Experience using customer service or order management systems such as eDesk and Linnworks would be advantageous.

Applications are welcomed from candidates who can demonstrate strong customer service skills, a proactive approach to problem-solving and a genuine willingness to learn. Experience within the furniture or ecommerce industry would be beneficial but is not essential for someone with the right attitude and transferable skills.

Weekend working is an essential requirement of the role.

Closing date: 09.12.2026 Please note this may change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.

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