Customer Support Agent

Free People; Peterborough; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Free gym

50% gym discount

Private Medical Insurance

Employee discount URBN brands

Cycle to work scheme

Structured development support

Job summary

URBN in Peterborough is seeking a Customer Support Agent to deliver exceptional service for existing orders. You will own customer enquiries and complaints, resolving issues with empathy in a fast-paced, collaborative team.

You’ll work with Supply Chain colleagues to investigate problems, challenge processes and identify opportunities to improve the overall customer experience, while building strong internal relationships and upholding a customer-first approach.

Qualifications

• Excellent written and spoken English.
• Strong interpersonal relationships with stakeholders.
• Highly organised, proactive and able to multitask.
• Good numeracy and IT skills; experience with customer/order systems (Salesforce) is advantageous.
• Experience in fashion or lifestyle retail is desirable.

Responsibilities

• Handle a high volume of customer cases and resolve within agreed timescales.
• Identify customer needs by listening and investigating each issue.
• Collaborate with Supply Chain teams to resolve issues and improve processes.
• Build strong relationships across the business to resolve issues promptly.
• Uphold URBN's customer-first approach in all interactions.

Skills

Excellent English

Interpersonal skills

Organised & proactive

Numeracy & IT skills

Customer-facing experience

Tools

Salesforce

Job description

This position is located at Unit 3 Forli Strada, Peterborough, Cambridgeshire, PE73HH United Kingdom

Role Summary

As a Customer Support Agent at URBN, you’ll play a key role in delivering an exceptional customer experience by providing high-quality support for existing orders. You’ll take ownership of customer enquiries, concerns and complaints, ensuring they are resolved efficiently, professionally and with empathy. Working in a fast-paced, collaborative environment, you’ll use your strong communication and problem-solving skills to deliver best-in-class service and ensure every customer feels valued and supported.

What You’ll Be Doing

• Manage a high volume of customer cases, ensuring enquiries are handled efficiently and resolved within agreed timescales;
• Identify customer needs by actively listening, clarifying information and thoroughly investigating each issue to provide appropriate solutions or alternatives;
• Work collaboratively with key Supply Chain teams and the wider business to investigate customer issues, challenge existing processes and identify opportunities to improve the overall customer experience;
• Build effective working relationships across the business to ensure customer issues are resolved promptly and effectively;
• Consistently work in line with URBN’s vision and values, demonstrating a customer-first approach in all interactions and decisions.

What You’ll Need

• The ability to communicate with confidence both verbally and with excellent written English is essential.
• Strong interpersonal skills, with the ability to build positive and effective relationships with internal and external stakeholders, including brands, carriers and third-party contact centres.
• Highly organised, proactive and self-motivated, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
• Strong attention to detail, with good numeracy and IT skills. Experience using customer or order management systems, such as Salesforce, would be advantageous.
• A customer-focused approach, with previous experience in a customer-facing role. Experience within a fashion or lifestyle retail environment would be desirable.

The Perks

• Wellbeing:
• Employees Assistance program to support with mental, physical and financial health
• Fully equipped free gym and 50% discount off external gym memberships
• Private Medical Insurance
• Employee Discount:
• Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)
• Travel:
• Cycle to work scheme
• Continued Development:
• We offer structured support within the business alongside continued learning and development

Equal Opportunity Statement

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.