Customer Service Specialist (3 month FTC)

ALLSAINTS Retail Limited; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading retail fashion brand in London is seeking a Customer Service Specialist for a 3-month fixed-term contract. The role focuses on exceptional customer engagement across multiple channels, requiring proven experience in customer service. Ideal candidates are confident communicators with strong problem-solving abilities, ready to contribute to a customer-first environment during peak trading seasons.

Benefits

Generous wardrobe allowance

Employee discount

25 days holiday increasing to 28 days

Access to dental cash plan

Enhanced family leave benefits

Qualifications

• Proven experience in a fast-paced customer service setting, ideally in eCommerce.
• Confident and articulate communication skills, particularly on the phone.
• Ability to manage queries ranging from simple to complex.

Responsibilities

• Meet or exceed performance metrics, including call handling and resolution rates.
• Deliver empathetic and efficient service to customers via phone and email.
• Resolve customer issues independently with a high level of professionalism.

Skills

Customer service experience

Strong phone manner

Written communication skills

Problem-solving abilities

Self-motivated

Job description

Customer Service Specialist (3 month FTC)

London, England, United Kingdom , Fixed-term

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

The role

We’re looking for a confident and experienced Customer Service Specialist 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, email, 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.

This is a fixed-term role running from 27 October 2025 to 31 January 2026. Please note that as this period covers our peak trading season, no holidays will be approved during the contract. All team members are expected to be available to work across Christmas and New Year, with three rest days provided during Christmas week and three during New Year’s week.

What will I be doing?

• 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 skills do I need?

• 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

• 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
• 25 days holiday increasing to 28 days after 2 years continuous service
• Bank holidays, birthdays and volunteering days off
• 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, adoption, 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.