Customer Service Representative

Retail Human Resources plc; Long Eaton; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days' holiday plus bank holidays

Staff uniform allowance

Staff discount on products

Statutory workplace pension

Job summary

Retail Human Resources plc is recruiting for a Customer Service Representative in Long Eaton, Nottinghams h, on a 6-month fixed-term contract. The role covers email, phone and live chat support with a focus on delivering a luxury retail customer experience.

You'll handle orders, deliveries issues, returns and refunds, and work with various teams to ensure accurate product information and FAQs. Monday-Sunday rota required; 37.5 hours weekly.

Qualifications

• Previous experience in a customer service environment.
• Excellent written and verbal communication skills.
• Strong administration, numerical and IT skills.
• Excellent attention to detail and organisational skills.
• A proactive, problem-solving approach and a positive, can-do attitude.
• Experience in e-commerce or luxury retail would be beneficial.
• Experience with Freshdesk and Shopify would be advantageous.
• Flexibility to work Monday-Sunday rota.

Responsibilities

• Respond to customer enquiries via email, phone and live chat, providing accurate and professional support.
• Work with warehouse teams and couriers to resolve delivery issues, including lost or missing parcels.
• Process website orders, fraud checks, returns and refunds.
• Support the online customer journey by ensuring website content, product information and FAQs are accurate.
• Build positive, long-term relationships with customers using relevant customer data.
• Work closely with teams across merchandising, marketing, production and retail.
• Help maintain consistently high standards of customer service.

Skills

Communication skills

Attention to detail

IT skills

Organisational skills

Proactive problem-solving

Tools

Freshdesk

Shopify

Job description

Customer Service Representative

Location: Long Eaton, Nottingham
Salary: Up to £29,000 per annum
Contract: 6-month fixed-term contract
Hours: 37.5 hours per week, 5 days over 7
Start: ASAP

• We are recruiting for an experienced Customer Service Representative to join an established luxury retail and e-commerce business in Long Eaton, Nottingham, on a 6-month fixed-term contract.
• This is a varied customer service role, with a strong focus on delivering an exceptional customer experience across email, telephone and live chat.

Key Responsibilities

• Respond to customer enquiries via email, phone and live chat, providing accurate and professional support.
• Work with warehouse teams and couriers to resolve delivery issues, including lost or missing parcels.
• Process website orders, fraud checks, returns and refunds.
• Support the online customer journey by ensuring website content, product information and FAQs are accurate.
• Build positive, long-term relationships with customers using relevant customer data.
• Work closely with teams across merchandising, marketing, production and retail.
• Help maintain consistently high standards of customer service.

About You

• Previous experience in a customer service environment.
• Excellent written and verbal communication skills.
• Strong administration, numerical and IT skills.
• Excellent attention to detail and organisational skills.
• A proactive, problem-solving approach and a positive, can-do attitude.
• Experience in e-commerce or luxury retail would be beneficial.
• Experience with Freshdesk and Shopify would be advantageous.
• The flexibility to work as part of a Monday-to-Sunday rota.

Working Hours

• 37.5 hours per week across 5 days, Monday to Sunday. Typical shifts are 8am-4pm, 10am-6pm and 12pm-8pm.
• Weekend working is required on a rota basis. This is currently approximately 1 in 4 weekends when working both Saturday and Sunday, or around 2 in 4 weekends when working one weekend day.

Benefits

• Up to £29,000 salary
• 25 days' holiday plus bank holidays
• Staff uniform allowance of up to £1,000 per season
• Up to 50% staff discount on selected products
• Statutory workplace pension
• ASAP start

Reference: CLB - CSR