Customer Service & Operations Team Member

Western International Group(UK)Ltd; Wolverhampton; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Paid Birthday Day Off

Employee Discount

Flexible Working Hours

Free On-Site Parking

Training & Development

Career Progression

Employee Events & Activities

Great Team Culture

Job summary

Western International Group (UK) Ltd in Wolverhampton is seeking a Customer Service & Operations Team Member to deliver outstanding customer service while supporting day-to-day operations. You will collaborate with our UK Operations team and India-based Customer Services to resolve issues promptly and professionally.

The role focuses on handling inquiries, managing orders, and driving process improvements across e-commerce platforms.

Qualifications

• Experience in Customer Service, Customer Operations, Order Management, E-commerce or Retail.
• Familiar with CRM/ticketing systems and online review platforms.
• Strong organisational skills and attention to detail.

Responsibilities

• Handle customer enquiries via phone, email and online channels.
• Take ownership of customer cases from initial contact through to resolution.
• Manage order queries, cancellations and refunds accurately and efficiently.
• Work with Warehouse, Finance, carriers and marketplace teams to resolve issues.
• Monitor customer feedback and reviews across Trustpilot, Google and other platforms.
• Identify recurring complaints, service issues and potential reputational risks.
• Act as a link between UK and India-based Customer Services teams.
• Maintain records and support regular customer service and operational reporting.
• Analyse customer feedback to identify trends and improvement opportunities.
• Suggest and support improvements to processes, systems and communications.

Skills

Customer service

Operations coordination

Order management

Data handling

Communication

Attention to detail

Ownership

Team player

Tools

CRM/ticketing systems

Trustpilot

Google Reviews

E-commerce platforms

Reporting tools

Job description

We’re Hiring: Customer Service & Operations Team Member

Salary: Competitive, depending on experience

About Western International Group (UK) Ltd

Western International Group (UK) Ltd is a growing UK business and part of the internationally established Western International Group. Based in Wolverhampton, we specialise in home, kitchen and electrical products, serving customers across the UK through e-commerce, retail and marketplace channels.

With our flagship Geepas brand and an expanding product portfolio, we are building an ambitious team focused on growth, innovation and delivering an exceptional customer experience.

About the Role

We are looking for a Customer Service & Operations Team Member who is passionate about delivering excellent customer service and enjoys solving problems.

This is a varied role where you will be at the heart of our customer experience, handling customer enquiries while also supporting day-to-day operations. You will work closely with our UK Operations team and Customer Services team in India, ensuring customer issues are resolved quickly, accurately and professionally.

What You’ll Be Doing

• Handle customer enquiries via phone, email and online channels.
• Take ownership of customer cases from initial contact through to resolution.
• Manage order queries, cancellations and refunds accurately and efficiently.
• Work with Warehouse, Finance, carriers and marketplace teams to resolve issues.
• Monitor customer feedback and reviews across Trustpilot, Google and other platforms.
• Identify recurring complaints, service issues and potential reputational risks.
• Act as an important link between our UK and India-based Customer Services teams.
• Maintain accurate records and support regular customer service and operational reporting.
• Analyse customer feedback and service data to identify trends and opportunities for improvement.
• Suggest and support improvements to processes, systems and customer communications.

We’re looking for someone who is:

• Customer-focused and genuinely enjoys helping people.
• A confident and professional communicator.
• Highly organised with excellent attention to detail.
• Comfortable handling complaints and challenging situations.
• Proactive, solution-focused and able to take ownership.
• Confident using computer systems and working with data.
• Able to manage multiple priorities in a fast-paced environment.
• A strong team player who can work effectively with colleagues across different locations.

Employee Benefits

• Paid Birthday Day Off – Enjoy your special day away from work.
• Employee Discount – Enjoy exclusive discounts on our products.
• Flexible Working Hours – Flexibility to support a healthy work-life balance, where the role allows.
• Free On-Site Parking – Convenient parking available at our Wolverhampton headquarters.
• Training & Development – Opportunities to learn, develop and progress your career.
• Career Progression – Opportunities to grow with our expanding business.
• Employee Events & Activities – Regular team activities and celebrations throughout the year.
• Great Team Culture – A collaborative, friendly and inclusive working environment.

Previous experience in Customer Service, Customer Operations, Order Management, E-commerce, Retail or a similar role would be highly desirable.

Experience with CRM/ticketing systems, Trustpilot, Google Reviews, e-commerce platforms or

operational reporting would be an advantage.

This is more than a traditional customer service role. You will have the opportunity to gain experience across Customer Service, Operations, E-commerce, Reporting and Process Improvement while working as part of a growing international business.

If you are organised, customer-focused, proactive and ready to make a real impact, we want to hear from you!