Customer Success Specialist

Pioneering People; Leicester Forest East; On-site; GBP 24,000 - 25,000; Full time

Benefits offered by this job

Company pension

Employee discount

Cycle to Work

Free on-site parking

Regular company events

Job summary

Selective Marketplace Ltd, home to Wrap London and Poetry Fashion, is seeking a Customer Success Specialist in Leicester for an evening shift (2:30 PM – 10:30 PM, Mon–Fri). You’ll engage customers across the UK, US and Germany, delivering exceptional service and building lasting relationships.

The role is full-time, on-site with a friendly team, pension benefits, discounts, and events. You’ll thrive in a vibrant environment that values care, collaboration, and a strong customer-first mindset.

Qualifications

• Exceptional customer service and written and verbal communication skills.
• Passion for helping customers and delivering positive experiences.
• Fluent English; additional German language skills are a plus.

Responsibilities

• Respond promptly to customer inquiries via email, chat, phone and social media.
• Collaborate with colleagues and managers to provide best solutions.
• Create and maintain new customer accounts and ensure smooth processes.
• Follow up on queries to ensure customers feel heard and supported.
• Represent Wrap London and Poetry Fashion in tone and persona.

Skills

Customer service

Communication

Phone etiquette

Teamwork

German (bonus)

Job description

Customer Success Specialist (Evening Shift) | Leicester | 2:30 PM – 10:30 PM, Monday To Friday | 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:

• Competitive salary (£24,000–£25,350 DOE)
• 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.

If you’re ready to make a real impact, grow your skills, and be part of a brand customers adore.