Customer Service Executive

Pentland Brands Limited; Lancashire; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Product discounts

Sample sales

Flexible hours

Holiday allowance

Healthcare support

Gym discounts

Cycle to work

Job summary

Pentland Brands is seeking an enthusiastic ecommerce specialist to ensure a great customer experience across phone, email and live chat. You’ll work with teams across the business to resolve issues quickly, using customer insights to improve the ecommerce journey.

The role sits in our ecommerce team, with hybrid working and benefits including product discounts and healthcare support. You’ll handle promotions, keep product information up to date, and help customers get the most from our apps and

Qualifications

• Customer-focused with ability to resolve issues quickly.
• Comfortable using IT systems and data to improve the experience.
• Ability to work with multiple teams across the business.

Responsibilities

• Look after our customers – respond to questions via phone, email and live chat, and manage complex issues through to resolution.
• Help customers get the most from our products – assist with app/digital product queries and handle login/connectivity problems.
• Spot and solve problems – investigate issues, perform basic checks and coordinate with teams to fix them.
• Keep websites up to date – update product information, FAQs, policies and content.
• Support online sales – help set up promotions, offers and product launches so products are easy to find.
• Keep products in stock – collaborate with planning to ensure stock availability.
• Use data to improve performance – analyze customer and ecommerce data to identify trends and opportunities.
• Manage issues and requests – own tasks and tickets and ensure timely follow-up.

Skills

Attention to detail

Customer focus

Organised

Problem solving

Data interpretation

Team collaboration

Calm under pressure

Tools

Excel

Word

PowerPoint

Job description

We’re Pentland Brands: a global family business behind some of the world’s most iconic active and lifestyle brands. We bring integrity, energy and ambition to our work, setting high standards and striving to deliver great outcomes without ego.

Shape the work behind some of the world’s most loved sport, outdoor and lifestyle brands.

At Pentland Brands, every role helps move our brands forward. Whether you’re supporting our people, improving our systems, growing our commercial performance, strengthening operations or shaping better ways of working, your impact reaches across a portfolio of iconic brands used by consumers around the world.

A key role within our eCommerce team, making sure customers have a great experience at every stage. You’ll handle customer queries and escalations, solve problems quickly, and work closely with teams across the business to keep things running smoothly. You’ll also use customer and trading insights to spot issues, respond to changing needs and help improve our eCommerce experience.

What you’ll be doing:

• Look after our customers – respond to customer questions through phone, email and live chat, and manage more complex issues through to resolution.
• Help customers get the most from our products – answer product questions, support users with our apps and digital products, and help resolve issues with logins, connectivity, syncing and other technical problems.
• Spot and solve problems – investigate reported issues, carry out basic checks and work with the right teams to get problems fixed quickly.
• Keep our websites up to date – update product information, FAQs, policies, store finders and other website content, making sure everything is accurate and up to date.
• Support online sales – help set up promotions, offers, pricing and product launches, and make sure the right products are easy for customers to find.
• Keep products in stock – work with our Digital Product and Planning teams to manage stock availability and make sure products are where they need to be.
• Use data to improve performance – look at customer and eCommerce data to spot trends, identify opportunities and help improve sales and the customer experience.
• Manage issues and requests – take ownership of tasks and support tickets, making sure they are followed up, resolved quickly or passed to the right team.
• Work across the business – build good relationships with teams across eCommerce, Customer Service, Digital Product and Planning to keep things running smoothly.

What you’ll bring:

• Great attention to detail and a commercial mindset
• Customer-focused, with a passion for solving problems quickly
• Organised and able to follow processes while spotting ways to improve them
• Confident using IT systems and able to manage multiple tasks at once
• Comfortable working with data and using tools such as Excel, Word and PowerPoint
• Experience using a Content Management System is helpful
• Able to understand how different teams, such as eCommerce, Customer Service and Distribution, work together
• Calm and confident when dealing with issues or unexpected problems
• Flexible and happy to support different brands and teams when needed

Why Pentland Brands?

Pentland Brands is the name behind some of the world’s best-known sport, outdoor and lifestyle brands, including Speedo, Berghaus, Canterbury, Endura, Ellesse, Kickers and Mitre.

We are a global family business with a clear purpose: pioneering brands that make life better. Across our teams, functions and locations, we work together to create products, experiences and partnerships that help people live more active, confident and positive lives.

Joining Pentland Brands means becoming part of a business where your work can have real reach, across multiple brands, markets, teams and disciplines. It is a place for people who want to contribute, collaborate, improve how things are done and help build the future of brands with heritage, ambition and global impact.

Perks & Benefits

We offer a competitive salary, discretionary bonus, hybrid working, flexible start and finish times, generous holiday allowance, product discounts, sample sales, enhanced family-friendly policies, healthcare support, gym and fitness discounts, cycle to work scheme and electric car scheme.
You can find full details of our benefits and perks on our UK Benefits page.

The Interview Process

We want our interview process to feel clear, straightforward, and supportive. If your experience and expectations look like a strong match for the role, here’s what you can expect next:

1. Talent Team Intro Call - A 30-minute video call with our Talent Team to get to know each other, talk through the role and your experience, and answer any questions you have.
2. Experience Interview - A more in-depth interview (usually online) with the hiring manager to explore your skills, experience and approach, and how these align with the role, our principles, and our ways of working.
3. Final Interview - A final in-person interview at our office, focused on deeper discussion and practical application, giving you the chance to meet more of the team and see Pentland Brands in action.