Fashion E‑commerce Assistant: Customer Experience & Support

Margaret Howell Limited; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

35 hours per week

5 weeks holiday + bank holidays

Generous clothing allowance

Significant staff discount

Life insurance

Contributory pension and salary-exc

Personal development grant

Cycle to work scheme

Birthday day off

Volunteering day off

IVF support for parents

Paid maternity and paternity leave

Flexible working

Menopause friendly

Job summary

Margaret Howell Limited is seeking a proactive e-commerce assistant to deliver outstanding customer service across channels and support daily online store operations. You will resolve inquiries, monitor site performance and help launch seasonal collections with attention to detail and strong communication.

The role requires at least 1 year in a customer-facing role, proficiency with Outlook/Excel, and a passion for fashion. 35 hours weekly, with generous holidays and staff discounts.

Qualifications

• Minimum of 1 year experience in a customer facing role.
• Excellent communication skills, both written & verbal.
• Confident communicator with strong interpersonal and numerical skills.
• Proficient with Outlook, Excel and MS Office apps.
• Excellent time management and ability to meet deadlines.
• Acute attention to detail and problem solving.
• Strong interest in fashion and design.

Responsibilities

• Primary contact for customer enquiries over telephone, email and live chat. Responding in a timely manner whilst providing accurate information and excellent customer service.
• Escalating queries to e‑commerce co-ordinator and manager where necessary.
• Monitor customer service enquiries with the aim to provide improved experience and site functionality. Generate reports of customer service KPIs and general feedback, liaising across departments where necessary.
• Liaise with the dispatch team, investigating stock issues and other fulfilment problems or delays.
• Perform regular site checks to ensure consistent and streamlined data is held within the e‑commerce platform and displayed online, reporting and escalating any technical issues where necessary.
• Assist with the creation of seasonal collections and collaborations for the website, ensuring all information is correct and products are launched in line with the seasonal critical path.

Skills

Outlook

Excel

Microsoft Office

Communication skills

Time management

Attention to detail

Team player

Customer service

Problem solving

Tools

Shopify

Gorgias

Zendesk

Job description

Margaret Howell Limited is seeking a proactive e-commerce assistant to deliver outstanding customer service across channels and support daily online store operations. You will resolve inquiries, monitor site performance and help launch seasonal collections with attention to detail and strong communication.

The role requires at least 1 year in a customer-facing role, proficiency with Outlook/Excel, and a passion for fashion. 35 hours weekly, with generous holidays and staff discounts.