Henri-Lloyd Customer Service Executive

ODLO; Manchester; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading outdoor apparel brand is seeking a Customer Service Executive to join their dynamic team in Manchester. This entry-level position involves supporting customers with inquiries regarding products and orders, ensuring a high-quality experience. Applicants should possess strong communication skills and a positive attitude. Previous customer service experience is preferred, but a willingness to learn is essential. Join a supportive team environment with a focus on training, competitive salary, and a fantastic staff discount.

Benefits

Training and development in customer service

Supportive team environment

Competitive salary and pension scheme

Fantastic staff discount

Qualifications

• Some experience in a customer service or customer-facing role.
• Strong willingness to learn about customer service operations.
• Ability to communicate effectively in written and verbal forms.

Responsibilities

• Respond to customer enquiries via email, phone, and online.
• Support customers with order tracking and returns.
• Learn and maintain understanding of the product range.
• Log customer enquiries accurately in CRM and order management systems.

Skills

Positive attitude

Customer service experience

Excellent communication

Basic IT skills

Teamwork

Job description

About Henri-Lloyd

Henri-Lloyd is the original waterproof performance clothing brand, adopted and loved by the sailing community and beyond, worldwide since 1963. Ever since the brand's inception, our products have allowed incredible people to achieve incredible things. This pioneering spirit can be found across all aspects of our brand, from our innovative products and sustainable ambitions, right through to our customers and the emotions they cherish.

Our brand purpose is to inspire the active pursuit of living. Our brand essence revolves around freedom, integrity and authenticity, empowering individuals to embrace adventure, explore the unknown and discover themselves - whatever that looks like - for the best days of their life.

What we're looking for

We are looking for an enthusiastic and customer-focused Customer Service Executive to join our team at Henri-Lloyd. This is an amazing opportunity for someone looking to develop a career in customer service within the premium outdoor / sailing industry.

You will support our customers (both B2B and B2C) with enquiries about our products and orders, ensuring a positive and professional experience at every touchpoint. Full product training will be provided, but an interest in sailing, outdoor activities, or performance clothing is a strong advantage.

Based in our brand-new office in Manchester's dynamic northern quarter, you will be part of a tight-knit customer services team of two that will take our customers' experience to the next level. This is a relatively junior position for someone starting out their career, but there is strong opportunity for growth for a brand that is on a fantastic growth journey and on a mission to become the undisputed #1 apparel brand in sailing.

Key Responsibilities

• Customer Support - Respond to customer enquiries via email, phone, and our online channels to our wholesale, corporate and individual customers (B2B and B2C); Provide friendly, helpful support to all our customers in line with brand values; Assist customers with basic product, sizing, and order-related questions
• Orders & After-Sales Support - Support customers with order tracking, returns, exchanges, and refunds; Escalate more complex issues to the senior member of the team when required, Liaise with internal teams to help resolve delivery or stock queries
• Product Knowledge - Learn and maintain a good understanding of our product range; Communicate key features and benefits of sailing and outdoor apparel; Represent our brand essence and DNA in all customer interactions
• Administration & Systems - Log customer enquiries accurately in CRM and order management systems; Maintain clear and organised records; Support the team with general administrative tasks

Your story

To be successful in this position, you bring:

• Positive, helpful, "can do" attitude with strong attention to detail
• Some experience in a customer service, retail, or customer-facing role (or strong willingness to learn)
• Excellent communication skills, written and verbal
• Basic IT skills and confidence using email and online systems
• Ability to work well as part of a team
• A passion for delivering great service, with a reliable, organised, and proactive approach

and as a bonus you have:

• Interest in sailing, outdoor sports, or active lifestyles
• Some experience in apparel, retail, or e-commerce
• Familiarity with customer service tools

What you can expect

• Entry-level opportunity with a premium outdoor sailing brand
• Be part of a brand with a rich heritage
• Training and development in customer service and product knowledge
• Supportive team environment where you will learn quickly
• Competitive salary, pension scheme as well as health and other benefits
• Fantastic staff discount on all our product ranges

Are you ready?

If you are looking to join a premium, well-established UK brand where you will learn quickly and be part of a supportive and experienced team in Manchester's most vibrant district, this could be the perfect opportunity for you! Are you a friendly, approachable, and customer-focused person with willingness to learn and take feedback? If this sounds like you, we'd love to hear from you. Apply now online and be part of Henri-Lloyd's next chapter. We are looking forward to getting your CV and learning more about you!