Customer Service Advisor

ProCook; Haresfield; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Free parking on-site

Free gym access on-site

Hybrid Working

Generous employee discount - 40%

Job summary

ProCook is seeking a friendly, enthusiastic Customer Service Advisor on a fixed-term contract to the end of February 2027. You’ll support customers by phone, email and live chat, delivering brilliant service and making every interaction count.

You’ll handle orders, provide product advice, resolve delivery queries and work with courier partners to ensure timely deliveries. This role follows a two-week rotating schedule with weekend work.

Qualifications

• Excellent communication skills, both written and verbal.
• A confident and professional telephone manner.
• Strong listening skills and a natural ability to solve problems.
• Great attention to detail and accuracy.
• The ability to manage multiple tasks and prioritise effectively.
• Good IT skills, including experience using email, live chat, and order management systems.
• A calm and positive approach when working under pressure.
• A proactive, customer-first mindset.
• The ability to work independently while also being a supportive team player.

Responsibilities

• Deliver friendly, professional, and efficient support across phone, email, and live chat
• Process customer orders accurately and confidently
• Help customers with product advice, order updates, and after-sales support
• Investigate and resolve customer queries, always looking for the best possible outcome
• Work closely with our courier partners to help ensure successful and timely deliveries
• Record customer feedback and report product issues through the appropriate channels
• Support the smooth running of our online ordering process
• Handle customer information responsibly and in line with data protection requirements
• Act as a positive ambassador for the ProCook brand in every customer interaction

Skills

Communication skills

Phone etiquette

Active listening

Attention to detail

Multitasking

IT skills

Calm under pressure

Customer-first mindset

Independent worker

Tools

Live chat software

Order management systems

Job description

Let's get cooking!

At ProCook, we’re passionate about helping people enjoy cooking and creating memorable moments in the kitchen. We’re looking for a friendly, enthusiastic, and customer-focused Customer Service Advisor to join our Customer Service team on a temporary basis.

If you love helping people, solving problems, and delivering brilliant service, this could be the perfect opportunity for you.

As one of the voices behind the ProCook brand, you’ll support customers across phone, email, and live chat, making sure every interaction leaves them feeling valued and confident they’ve received exceptional service.
This is a fix term contract until the end of February 2027.

What you'll be doing

No two days are quite the same in our Customer Service team. From helping customers find the perfect product to resolving delivery queries, you’ll play a key role in creating a seamless ProCook experience.

You’ll:

• Deliver friendly, professional, and efficient support across phone, email, and live chat
• Process customer orders accurately and confidently
• Help customers with product advice, order updates, and after-sales support
• Investigate and resolve customer queries, always looking for the best possible outcome
• Work closely with our courier partners to help ensure successful and timely deliveries
• Record customer feedback and report product issues through the appropriate channels
• Support the smooth running of our online ordering process
• Handle customer information responsibly and in line with data protection requirements
• Act as a positive ambassador for the ProCook brand in every customer interaction
  

Working Pattern

This role follows a two-week rotating schedule of approximately 28.25 hours per week. Weekend working is essential and forms part of the rota following training.

Week 1

• Monday & Tuesday: 9:00am to 6:00pm (Office Based)
• Saturday & Sunday: 9:00am to 5:00pm (Work From Home)

Week 2

• Wednesday & Thursday: 9:00am to 6:00pm (Office Based)
• Friday: 9:00am to 6:00pm (Work From Home)

What we're looking for

We're looking for someone who genuinely enjoys helping people and takes pride in delivering outstanding service.

You’ll be a great fit if you have:

• Excellent communication skills, both written and verbal

• A confident and professional telephone manner
• Strong listening skills and a natural ability to solve problems
• Great attention to detail and accuracy
• The ability to manage multiple tasks and prioritise effectively
• Good IT skills, including experience using email, live chat, and order management systems
• A calm and positive approach when working under pressure
• A proactive, customer-first mindset
• The ability to work independently while also being a supportive team player

Why join ProCook?

At ProCook, we’re proud of our people and the service we deliver. You’ll join a supportive team where your contribution matters, your ideas are valued, and every day brings an opportunity to make a real difference to our customers. Plus, you’ll be part of a team that won Best Customer Service Team of the Year in 2025 at the People in Retail Awards.

If you’re passionate about customer service and ready to be part of a team that shares your enthusiasm, we’d love to hear from you.

• Hourly rate £13.47/hr

• Free parkingon-site
• Free gym accesson-site
• Unlimited coffee and teathroughout the day
• Free fresh fruit and cakedaily
• Subsidised meals- breakfast and lunch
• Hybrid Working
• Opportunity to work with a passionate team who won Best Customer Service Team of the Year in 2025 at the People in Retail Awards.
• Generous colleague discount- 40% off to spend in store or online
• 33 Days Annual Leave (including bank holidays) pro-rata
• B Corp certified companycommitted to ethical practices and sustainability
• A company recognised as a Great Place to Work for 5 consecutive years
• Disability Confident Leader

We Welcome Everyone
At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities.
If you require any reasonable adjustments to support you through the application or interview process, please let us know. We’re committed to making our recruitment process as inclusive and accessible as possible.

About ProCook’s Sustainability Commitment:

At ProCook, sustainability is at the heart of what we do.

As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices.

By joining our team, you will contribute to our efforts in creating a positive impact on the planet.