Customer Service Specialist 3 month FTC

AllSaints; Greater London; Hybrid; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Wardrobe allowance

Disability committed employer

Employee discount

Dental plan & free virtual GP (Aviva)

UNUM employee assistance helpline

Life assurance

Discounted gym membership

Hybrid working in East London studios

Wellbeing and lifestyle support via RN

Enhanced family leave benefits

Health days for wellness

Mental health support from MHFA

Eye care vouchers

Season ticket loans

Job summary

AllSaints is seeking a confident Customer Service Advisor to join our Global Contact Centre. The role focuses on delivering luxury, customer-first service across phone, email and live chat, handling inquiries with independence and care.

You will work remotely most of the time, with two days a month at our Shoreditch head office. The fixed-term contract runs from 25 October 2026 to 31 January 2027, with no holidays during peak trading apart from Christmas Day and New Year’s Day.

Qualifications

• Experience in a fast-paced customer service environment, ideally ecommerce or luxury retail.
• Confident, articulate phone manner and excellent written communication skills.
• Able to handle a wide range of queries, from everyday questions to complex issues.
• Self-motivated and able to work independently, while collaborating with others.
• Strong problem-solving ability with resilience under pressure.
• Passionate about delivering outstanding customer experiences and representing the brand.

Responsibilities

• Handle customer enquiries across phone, emails, and live messaging, across regions.
• Deliver empathetic, accurate, and efficient service with a strong phone channel focus.
• Own cases end-to-end, resolving complex queries with minimal supervision.
• Maintain product, policy, and system knowledge to ensure consistency and accuracy.

Skills

Customer service experience

Phone manner

Written communication

Independent work

Problem solving

Team collaboration

Job description

THE ROLE

We're looking for a confident and experienced Customer Service Advisor to join our Global Contact Centre, championing our brand values: "The Customer is the Boss" and "One Team." This is the ideal opportunity for someone to take ownership, independence, and influence to every customer interaction.

You’ll be at the centre of global customer engagement, handling customer enquiries across phone, emails, live messaging, across all topics and regions, with a strong focus on exceptional phone support, our most human and personal channel.

As a skilled communicator and brand ambassador, you’ll act with confidence and care, handling everything from everyday queries to complex and escalated issues end to end—delivering empathetic, luxury service as standard that truly reflects our customer-first values, whilst delivering a high volume output and maximised productivity.

ABOUT THE TEAM

This is a fixed-term role running from 25 October 2026 to 31 January 2027. You'll work remotely most of the time, with just two days a month spent together at our Shoreditch head office.

Please note that as this period covers our peak trading season, no holidays will be approved during the contract, with the exception of Christmas Day and New Year's Day, when the department is closed.

• You meet or exceed all key performance indicators (KPIs) of the role, including: productivity, quality, call handling, and one touch resolution rates.
• You consistently deliver empathetic, accurate, and efficient service, especially over the phone—leaving customers feeling heard, valued, and supported.
• You take full ownership of your cases, working independently and confidently to resolve complex queries without the need for close supervision.
• You maintain excellent product, policy, and system knowledge, by utilising all the tools at your disposal, and use it to ensure consistency and accuracy in every interaction.
• You will protect our Brand reputation, by providing resolutions in a friendly and professional manner.

WHAT WE’RE LOOKING FOR (SKILLS & QUALIFICATIONS)

• Proven experience in a fast-paced customer service environment—ideally within eCommerce, handling customers contact across phone, live chat and email.
• Confident, articulate, and strong phone manner, excellent written communication skills.
• Comfortable managing a wide range of queries, from everyday questions to complex customer complaints.
• Self-motivated and able to work independently without supervision, whilst being collaborative.
• A natural problem-solver with strong decision-making abilities and the resilience to remain calm under pressure.
• Passionate about delivering outstanding customer experiences and representing the brand with professionalism and authenticity.

ABOUT THE LOCATION

Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.

WHAT WE STAND FOR

THE CUSTOMER IS THE BOSS

We work as one proud team to get the best for our customers

ONE TEAM

We are joined up and encourage others to share their ideas

WE DO WHAT WE SAY WE WILL

We know our goals, and we work with clear outcomes in mind

WE ARE RESPONSIBLE

We are self aware, understand the impact we have on others and are positive about the future

BENEFITS

• A generous wardrobe allowance so that you can wear our beautiful clothes to work each day
• We are a disability committed certified employer
• Employee discount for you to spend with family and friends
• Access to dental cash plan & free virtual GP appointments through Aviva
• UNUM employee assistance helpline
• Life assurance cover
• Access to discounted gym membership and corporate discounts
• Hybrid working in our historic East London studios, working hours are 9-5.30pm
• Free, confidential, wellbeing and lifestyle support with Retail Trust
• Enhanced family leave benefits (neonatal, fertility, maternity, paternity, adaption, menopause)
• Health days for you to use either for physical or mental wellness
• Dedicated mental health support from our mental health first aiders
• Eye care vouchers, season ticket loans and much more!

#WeAreAllSaints

Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.

We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.

Even if you feel you don't tick all the boxes, we'd still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.

If you need any support or adjustments during your application, please get in touch with us and we are happy to help.