Customer Service Advisor (25 hours, 6 month FTC)

ARNE; Warrington; On-site; GBP 20,000 - 25,000; Full time

Job summary

ARNE is seeking a Customer Service Representative tasked with providing exceptional service to customers and resolving their inquiries efficiently. This role is vital to maintaining ARNE's high-quality standards and promoting customer loyalty. The position offers a 6-month fixed-term contract with competitive benefits in a dynamic and growing retail environment.

Benefits

32 Days Holiday (including Bank Holidays) + your Birthday off

Generous staff discount

Private Healthcare including Dental & Optical Plans

Health Cash Plan from day one

Life assurance paying 5x annual salary

Qualifications

• Previous experience in a similar industry.
• Experience working with Gorgias and Shopify or similar platforms.
• Ability to work under pressure.

Responsibilities

• Respond to customer enquiries through multiple channels.
• Maintain up to date knowledge of products and policies.
• Achieve all set KPI's and customer satisfaction scores.

Skills

Communication skills

Problem solving

Conflict resolution

Empathy

Basic computer skills

Job description

ARNE is a rapidly growing UK-based Apparel and Footwear brand, built around minimalism and a philosophy of "Less Is More" both in the way we dress and the way we choose to live our lives. Our vision has always been to deliver simplicity, high-quality and timeless Clothing that offers genuine value for money. Headquartered in Birchwood Park near Warrington, we design and develop all our products in the UK, manufacture in both the Near and Far East and ship directly to customers via ARNEclo.com.

Since launching in 2018 from our mum's bungalow, ARNE has grown rapidly. We've recently expanded our presence by partnering with Selfridges, both in-store and online and we're excited to be opening our first standalone retail store in August 2025.

Looking ahead, we have bold ambitions. Over the next decade, we're focused on growing internationally and strengthening our brand through new product categories, particularly in Footwear and Womenswear, as well as investment in Paid Media, CRM activity and continued creative development.

Our all-new, fully bespoke 36,000 sq ft HQ will be home for at least the next 5-10 years. While it's not in our nature to shout too loudly, our sights are firmly set on taking ARNE global and establishing ourselves as a truly iconic UK brand.

About The Team

The Customer Service Team acts as the voice of ARNE, maintaining a high standard of communication, resolving issues efficiently and promoting customer loyalty. Collaborating with operations, product and Ecommerce teams to provide fashion forward service that aligns with the brands tone and values.

About The Role

Reporting to our Customer service Manager you'll be the first point of contact for our customers, helping to resolve enquiries, provide information and ensure a first-class customer service.

This role is a 6 month fixed-term contract, working 5/7 days per week between the hours of 7:30am - 9pm (25 hours per week).

Requirements

What will you do

• Respond to customer enquiries through multiple channels, using knowledge of the ARNE brand to confidently deliver a first-class service to our customers
• Resolve issues related to orders, returns, exchanges and product queries
• Maintain up to date knowledge of our products, sizing, restocks, promotions and policies
• Achieve all set KPI's and response times, resolution rates, customer satisfaction scores to ensure service standards are individually achieved.
• Raise escalated customer enquiries to senior CS advisor/CS Manager, turning challenges into opportunities to improve customer loyalty.
• Maintain service standards, ensuring professionalism and thoughtfulness and all responses are reflective of the ARNE brand values
• Communicate with Senior CS Advisors/CS Manager on common customer touch points to align with customer feedback and unify internal process with the customer experience at the core
• Maintain and improve ARNE's Trustpilot score
• Perform administrative tasks as assigned by management
  
  

What Will Success Look Like

Supporting the Customer Service Manager by delivering a first-class customer experience to ARNE customers, ensuring a seamless and exceptional customer journey. Handling all customer enquires meaningfully and thoroughly whilst achieving all set KPI's.

What We Are Looking For

• Previous experience in a similar industry
• Experience working with Gorgias and Shopify or similar platforms
• Strong communication skills
• Problem solving and conflict resolution abilities
• Empathy and patience
• Ability to work under pressure
• Basic computer skills
  
  

Benefits

What we offer

• We are proud to be recognised as a Medium sized Sunday Times Best Place to Work for 2024 & 2025!
• 32 Days Holiday (including Bank Holidays) + your Birthday off
• Holidays increasing up to 36 days with service
• Option to buy / sell holidays
• Generous staff discount
• Annual and quarterly bonus schemes based on company performance
• Private Healthcare including Dental & Optical Plans after probation
• Health Cash Plan from day one
• Life assurance paying 5x annual salary from day one
• Discounted marketplace with money off/cash back from 100's of places
• Employee Assistance Programme
• Cycle to Work Scheme
• Tech Scheme
  
  

ARNE are an equal opportunities employer. We believe that diverse people bring different skills and are committed to ensuring our business support the needs of potential colleagues from Ethnic Minority backgrounds and colleagues who may be disabled or neurodiverse. We are committed creating a great place to work through diversity and inclusivity and we strongly encourage applications from candidates from all backgrounds to join our growing team.