Digital Customer Service Advisor (Fixed Term Contract)

Superdry careers; Cheltenham; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Pension scheme

Life assurance

Staff discount 50%

Onsite parking

Job summary

Superdry is seeking a Digital Customer Service Advisor to support customers through live chat, email, and social media. The role emphasizes clear, warm written communication and ownership of issues from start to finish.

Based in the UK, you can work from Cheltenham Head Office, from home, or a mix of both. Training is provided, with shifts 5 days a week 8am–5pm including some weekends during peak periods.

Qualifications

• Customer service experience preferred but full training provided.
• Ability to communicate clearly and warmly in writing across channels.
• Comfortable handling several live conversations and working under pressure.

Responsibilities

• Fix issues for customers and create positive experiences.
• Deliver service via live chat, email, and social media.
• Resolve customer inquiries on first contact where possible.
• Maintain data privacy and protect customer information.
• Contribute feedback on trends to improve the customer experience.

Skills

Customer service

Written communication

Multitasking

Problem solving

CRM software

Digital channels

Tools

Salesforce

Outlook

Excel

Job description

The Role

As a Digital Customer Service Advisor, you will be the voice of our brand. Our customers are important to us, so we are looking for positive, solution-focussed people to deliver excellent customer service and enhance their Superdry experience.

We want our customers to find it easy to get the help that they need, and this is why we interact with our customers via live chat, emails and social media. We don't have a phone line, so the ability to communicate clearly and warmly in writing — bringing your personality through in every message — is important.Our customer values are to make it easy, take ownership, resolve first time, and to be personable, and we live and breathe these in everything that we do.

As we head into the busiest time of year, we want to expand our existing team and keep on delivering a fantastic service for our customers! We work hard but we also have a lot of fun along the way.

Our Superdry Customer Service Team have won a national award for our approach to hybrid working. We call it "work it your way" and offer full flexibility for you to work from our Head Office in Cheltenham, from home, or a bit of both if you'd prefer, whatever works best for you! This includes all training for those people who don't live locally. You can work for Superdry Customer Service from anywhere in the country!

If you'll be working from home, you'll need a suitable, quiet, private space to work from and a stable broadband connection. We'll provide the equipment you need to get set up.

You'll work 5 shifts per week, between the hours of 8am – 5pm. This will include weekend work which is normally every other weekend.The anticipated start date for this role is the 2nd November.

You Will

• Fix things when they go wrong for our customers, creating positive experiences when things don't go to plan.
• Deliver excellent service via our digital channels — live chat, email and social media — while managing multiple conversations at once and working efficiently and effectively.
• Be a problem solver aiming to provide solutions for our customers.
• Have high standards, aiming to resolve our customer enquiries first time.
• Deliver and exceed personal performance targets to help support the overall Customer Service Department's objectives over our peak period of the year.
• Work collaboratively with your manager and colleagues to share feedback and trends that may impact our customer's experience.
• Handle customer and order information responsibly and in line with our data protection policies.

You Are

• Someone who is customer and solution focused, ideally with some customer service experience but this isn't essential as full training will be provided.
• Digitally savvy, able to chat live to customers via live chat and email, bringing your personality to the conversation.
• A confident, accurate writer with excellent spelling and grammar — since everything we do is in writing, how you say it matters as much as what you say.
• Comfortable managing several live conversations at once, staying organised and calm when things get busy.
• A keen problem solver who can think outside the box.
• An excellent communicator who can enhance the customer experience and work collaboratively with colleagues.
• Resilient and level-headed, able to stay positive and professional with frustrated customers, especially during our busiest trading periods.
• Computer literate (Outlook, Word, Excel), with good attention to detail and ability to multi-task. Experience with live chat, helpdesk or CRM software (e.g. Salesforce) is a plus, but not essential — full training is given.
• Willing to get to grips with our processes and systems so you can give customers accurate, confident answers.
• Able to bring your personality to the role and be a positive representation of the Superdry brand and customer experience.
• Based in the UK, with the right to work in the UK

Working for Superdry has never been so rewarding…

• 25 days annual leave, plus bank holidays, we also offer a holiday buying scheme
• An additional day off to celebrate your Birthday
• Family is massively important to us, so we have a broad range of family-friendly working policies in place, including enhanced maternity, paternity, and adoption leave
• Company Pension scheme
• All employees are covered by our Life Assurance policy whilst working at Superdry. We feel it’s important to offer protection for your family and loved ones in such a situation and to support this we offer life assurance cover which pays a lump sum equivalent either twice or four times your annual salary
• A big staff discount – naturally. Because we know that you love to wear Superdry, you’ll benefit from a 50% discount in store and online
• Our Head Office is home to our very own store for staff only where you can treat yourself to heavily discounted sample stock
• A health cash plan is open to all employees.
• Flexible working and core working hours between 10am – 4pm to help you achieve that all-important work-life balance
• Access to onsite parking and as part of our sustainable development goals, we have a selection of electrical car parking points freely available to staff.
• A range of learning and development materials to help you in your career and grow with us
• We like to give back, so we allow our employees time off for volunteering work
• A global employee assistance plan in place that you can access anytime you want - it’s free and confidential
• You’ll also have access to a Cycle To Work Scheme
• A range of local discounts with businesses across Gloucestershire

At Superdry, everyone has a voice and we want to hear it. We create environments where individuality can flourish and is celebrated as part of who we are as a brand. We’re incredibly proud that over 90% of our people feel strongly that they can be themselves at work.

We want to meet people with varied backgrounds because we understand that diversity of thought encourages new ideas to thrive, fuelling creativity and enabling us to do better work. We want to build a team which represents a variety of backgrounds, styles, perspectives, and skills; we hire people based on their merit and potential.

We also welcome conversations about flexible working for all roles at Superdry and will always accommodate it where possible.

Please note that some jobs may be closed earlier than the published closing date if we get a high volume of applications. We therefore advise that you complete your application at your earliest opportunity to avoid disappointment.

Who we are

Superdry have been making world-class product for over 20 years, and we’re proud of it. Our mission is to inspire and engage the contemporary style-obsessed consumer, whilst leaving a positive environmental legacy.

Together with our CEO, we have built a brand that has cut through the global apparel market at record speed, taking market share from brands that have existed for decades.

Our brand direction has never been stronger, evolving American Prep to resonate with a new generation of customers.

We are now on an exciting journey having reset our brand returning to our design-led roots and we are looking for talented people to join us.