E-Commerce Customer Care Advisor

Vision Express; United Kingdom; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Growth opportunities

Digital exposure

Supportive team

Online journey improvements

Job summary

Vision Express in the United Kingdom is seeking an E-commerce Customer Care Advisor, based in Ruddington, Nottingham. The role combines online order processing with multi-channel customer support to ensure a seamless click-to-delivery experience.

You will engage customers via email, phone and live chat, resolving queries with accuracy and a proactive approach, while contributing to the continuous improvement of our online shopping journey.

Qualifications

• Strong communication skills, both written and verbal.
• Excellent attention to detail with a focus on accuracy.
• Confident using systems and managing multiple tasks.
• Customer-focused mindset with a proactive approach to problem solving.
• Previous customer service experience (desirable)

Responsibilities

• Accurately process online orders, ensuring all customer and prescription details are completed correctly and in line with required standards.
• Manage customer queries across email, phone and live chat, providing clear, timely and helpful responses.
• Support customers throughout their online journey, offering guidance and resolving issues to deliver a seamless experience.
• Take ownership of customer concerns, investigating and resolving where possible or escalating when needed.
• Maintain high levels of accuracy and efficiency, balancing speed with attention to detail.
• Work collaboratively with the team, sharing knowledge and supporting colleagues to achieve team targets.
• Stay up to date with processes, systems and promotions to ensure consistent and informed customer interactions.
• Identify opportunities to improve processes, contributing ideas that enhance efficiency and customer experience

Skills

Communication

Attention to detail

Multitasking

Problem solving

Customer service

Job description

Location: Ruddington, Nottingham (Hybrid)

Step into a fast-paced, customer-focused role at the heart of our digital journey. As an E-commerce Customer Care Advisor, you’ll play a key role in processing online orders accurately and efficiently, ensuring every customer receives the highest level of service from click to delivery.

Why This Role?

Be at the centre of our digital growth
Support the end-to-end online customer journey, helping to deliver a seamless and efficient service that drives both customer satisfaction and business performance.

Deliver exceptional customer experiences
Use your communication skills to support, advise and resolve queries for customers, ensuring every interaction is helpful, timely and positive.

Make a real impact
Work collaboratively with the wider E-commerce team to continuously improve processes, making it easier for customers to shop with us online.

What’s in It for You

• Opportunity to build experience within a growing E-commerce function
• Exposure to digital operations and customer experience
• Collaborative, supportive team environment
• Chance to help shape and improve our online customer journey

What We’re Looking For

• Strong communication skills, both written and verbal
• Excellent attention to detail with a focus on accuracy
• Confident using systems and managing multiple tasks
• Customer-focused mindset with a proactive approach to problem solving
• Previous customer service experience (desirable)

Key Responsibilities

• Accurately process online orders, ensuring all customer and prescription details are completed correctly and in line with required standards
• Manage customer queries across email, phone and live chat, providing clear, timely and helpful responses
• Support customers throughout their online journey, offering guidance and resolving issues to deliver a seamless experience
• Take ownership of customer concerns, investigating and resolving where possible or escalating when needed
• Maintain high levels of accuracy and efficiency, balancing speed with attention to detail
• Work collaboratively with the team, sharing knowledge and supporting colleagues to achieve team targets
• Stay up to date with processes, systems and promotions to ensure consistent and informed customer interactions
• Identify opportunities to improve processes, contributing ideas that enhance efficiency and customer experience