Customer Service Advisor

Oliver Bonas; Greater London; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Seasonal discount

Optima Health

Gym access

Cycle to work

Free lunch

Mental health support

EDI network

360L learning

Job summary

Oliver Bonas is seeking Customer Service Advisors to join Team OB on a 3-month fixed-term contract starting 5 October 2026. The role is full-time (37.5 hours) with weekend work and a hybrid pattern: 3 days in the Tolworth office and 2 days at home.

You will handle queries across email, chat and phone, delivering excellent service while following our procedures, logging contacts in the CRM and working to individual KPIs within a supportive team.

Qualifications

• Experience with customer service technology and CRM systems.
• Passion for Oliver Bonas and delivering excellent service.
• Ability to multitask across channels and stay organised.
• Strong written and verbal communication skills.
• Curious about AI and open to new tools.

Responsibilities

• Answer customer queries via email, chat and phone in a timely manner.
• Support product queries, store opening hours, delivery and aftercare.
• Provide exceptional customer service and admin support.
• Log and track customer contacts through the CRM and update orders.
• Meet individual KPIs and SLAs with the CS team.
• Collaborate with internal teams to resolve enquiries.
• Handle complaints with GDPR and Consumer Rights understanding.

Skills

CRM systems

Order management

AI tools

Communication skills

Multitasking

Teamwork

Adaptable

Job description

We are looking for Customer Service Advisors to join Team OB working on a 3-month fixed term contract starting from 5th October 2026.

• Contract- full time - 37.5 hours per week.
• Shift pattern will either be Sunday – Thursday or Tuesday – Saturday. Working hours will include a variety of hour including 8:30am – 5pm, 9:30am – 6pm and 10:30am – 7pm across the working week.
• Must be available at weekends. One weekend day will be included in the shift pattern each week – either Sunday to Thursday or Tuesday to Saturday.
• Hybrid role – 3 days working from our office & 2 days working from home each week
• Computer equipment provided. Requirement - Fibre broadband connection for working from home days.

Overview:

As a Customer Service Advisor at OB, you will join the team on a 3 month fixed term contract, helping to spread some seasonal joy. You will deliver a great customer experience and be the first on hand to answer and listen to any questions, queries, compliments or concerns.

Our customers are at the heart of Oliver Bonas so you will support and communicate effectively by following our customer service procedures and guidelines, providing exceptional service and owning any queries from beginning to end.

Maintaining excellence as well as creating seasonal magic is what makes our Customer Service Team tick during our busiest season, so come and join us and be part of Team OB.

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We have hybrid working with a split of 3 days in the office and 2 days home working per week.

A bit about us …

At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.

Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do.

Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility

More about the role …

An OB Customer Service Advisor will:

• Answer customer queries via email, chat and phone confidently and in a timely manner, while maintaining a calm and reassuring tone of voice that gives confidence to both customers and colleagues.
• Support aspects of the customer experience from product queries and store opening hours to delivery, tracking and customer aftercare.
• Provide exceptional customer service and computer admin support.
• Build strong working relationships with internal teams.
• Log and track all customer contacts through our CRM system and update order statuses.
• Be comfortable working towards an individual KPI and with team mates to ensure SLAS are met.
• Be confident with computer systems and quick to learn new ones.
• Collaborate within our CS Team to clarify facts, exchange information and resolve enquiries to provide the best outcome for our customers.
• Be confident handling customer complaints and demonstrate a good understanding of GDPR and Consumer Rights.
• Have an understanding and interest in OB products and embrace brand guidelines.
• Generous seasonal employee discount on OB products
• Free access to our 24 hour employee assistance programme with Optima Health – offering financial, emotional and vocational support
• Free access to our onsite gym
• Cycle to work scheme
• Quarterly free lunch
• Equity, Diversity and Inclusivity Voice network and EDI team
• Mental Health First Aider support
• Education and support through 360L eLearning platform

What we look for:

• A good understanding of customer service technology, including CRM systems, order management systems, finance platforms, social media, courier dashboards and AI tools. Previous experience within customer service & strong computer skills are essential for this role.
• A passion for Oliver Bonas as a brand and for delivering excellent customer service.
• The ability to multitask and prioritise a variety of queries across different channels e.g. phone, email, live chat. Being organised is key!
• Self-motivation, driven by targets and teamwork. Strong written and verbal communication skills.
• A quick thinker with a positive, flexible and can-do approach, able to perform well in a fast-paced environment.
• Someone curious about AI and an openness to using new tools and technology.
• Calm, patient and helpful by nature with great energy and enthusiasm.
• Adaptable to change and willing to embrace new ideas.
• Solutions-focused and able to diffuse any challenging conversations with customers.
• You will need a private, quiet space when working from home so you can support our customers effectively.
• Evidence of a strong Wi‑Fi connection, you will need to provide a speed test result.

Equity, Diversity & Inclusion at OB

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity