Customer Support Agent

URBN; Peterborough; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Employee discount up to 40%

Private medical insurance

Free gym access

Cycle to work scheme

Employee assistance program

Job summary

URBN is seeking a Customer Support Agent in Peterborough to deliver high-quality support for existing orders, handling enquiries, concerns and complaints with empathy in a fast-paced environment. You’ll take ownership of customer queries and resolve them efficiently.

You will collaborate with Supply Chain teams to resolve issues, build strong internal relationships and uphold URBN's customer-first values through clear communication and problem-solving.

Qualifications

• Excellent spoken and written English.
• Strong interpersonal skills and stakeholder relationship building.
• Highly organized, proactive and able to multitask.
• Attention to detail with good numeracy and IT skills.
• Experience with customer or order management systems (Salesforce advantageous).
• Customer-facing experience; fashion or lifestyle retail exposure desirable.

Responsibilities

• Manage a high volume of customer cases within agreed timescales.
• Identify customer needs by listening and clarifying information to provide solutions.
• Collaborate with Supply Chain teams to resolve issues and improve processes.
• Build relationships across the business to ensure prompt issue resolution.
• Uphold URBN's customer-first values in all interactions and decisions.

Skills

Verbal communication

Written English

Interpersonal skills

Organised

Multitasking

Salesforce (advantage)

Tools

Salesforce

Job description

Location

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.