Customer Success Specialist

Pioneering People; Leicester; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Company pension

Employee discount on collections

Cycle to Work

Free on-site parking

Regular company events and Celebratons

Job summary

Selective Marketplace Ltd, home to Wrap London and Poetry Fashion, is hiring a Customer Success Specialist to join our Leicester team. This full-time, evening role offers a friendly, fast-paced environment and a chance to deliver outstanding service to customers across the UK.

You'll handle inquiries by email, chat, phone and social media, build customer records, liaise with internal teams, and represent our brands with warmth and professionalism.

Qualifications

• Exceptional customer service and communication skills.
• Fluent English; additional languages are a bonus.
• Able to work evenings and handle multiple channels.
• UK work authorisation is required.

Responsibilities

• Respond quickly and thoughtfully to customer enquiries via email, chat, phone and social media.
• Liaise with colleagues and managers to deliver the best possible solutions.
• Create and maintain new customer accounts, ensuring everything runs smoothly.
• Follow up on queries to make sure every customer feels heard and supported.

Job description

Up To

£25,350 Per Annum (Depending on Experience & Language Skills)

Are you a people person who loves solving problems and making customers feel valued?

At

Selective Marketplace Ltd, home to the much-loved

Wrap London and

Poetry Fashion brands, we’re looking for a talented and enthusiastic

Customer Success Specialist to join our friendly in-house team in Leicester.

This is a full-time, evening role - perfect for someone who enjoys a lively, engaging work environment and takes pride in delivering exceptional service.

Why You’ll Love Working Here

We’ve built a company culture that values teamwork, creativity, and care—for our people and our customers. Here’s what we offer:

• Secure, long-term role in a welcoming and supportive environment
• Company pension
• Employee discount on our stunning collections
• Cycle to Work scheme
• Free on-site parking
• Regular company events and celebrations

Key Responsibilities of the Customer Success Specialist:

As part of our vibrant

Customer Success Team, you’ll be the voice of our brands - helping customers across the UK, US, and Germany enjoy a seamless shopping experience.

You’ll:

• Respond quickly and thoughtfully to customer enquiries via email, chat, phone, and social media.
• Liaise with colleagues and managers to deliver the best possible solutions.
• Create and maintain new customer accounts, ensuring everything runs smoothly.
• Follow up on queries to make sure every customer feels heard and supported.
• Represent the personality and tone of Wrap London and Poetry Fashion - two brands that our customers truly love.

What You’ll Bring:

• Exceptional customer service and communication skills - both written and verbal.
• A genuine passion for helping people and creating positive experiences.
• A confident phone manner and the ability to stay calm under pressure.
• A collaborative, can-do attitude and willingness to go the extra mile.
• Fluent English (additional languages such as German are a bonus!).

Please note:

Due to the location of our Leicester office and the working hours of this role (finishing at 10:30 PM), there is no access to public transport after 10 PM. Therefore, having your own transport - for example, a driver’s licence and vehicle is strongly recommended. Remote work is not available for this position.

UK work authorisation is required.