Multichannel CX Specialist

Vintage.com; Leeds; On-site; GBP 24,000 - 29,000; Full time

Job summary

Vintage.com is seeking a Customer Experience Agent to join our Multichannel team in Leeds. This full-time role supports customers across phone, email, webchat and other channels from the Trimble Offices, Morley.

You will resolve enquiries, provide clear guidance on our processes, and ensure a simple, trusted experience for every interaction. The role emphasizes taking ownership, investigating issues, and collaborating with colleagues to deliver consistent, high-quality customer care.

Qualifications

• Experience in a customer-facing role with direct customer contact.
• Excellent written communication and the ability to tailor tone to the customer.
• Strong verbal communication and listening skills for clear guidance.
• Proven problem-solving能力 with the ability to investigate and resolve issues.
• Experience handling multiple channels (phone, email, webchat) in a multichannel environment.
• High attention to detail and accurate case notes across systems.

Responsibilities

• Respond to customer enquiries across phone, email, webchat and other digital channels, adapting communication to the customer and situation.
• Provide clear information about Vintage.com’s services and customer journey so customers understand next steps.
• Listen to customer concerns, ask questions and gather information to reach an appropriate resolution.
• Handle difficult conversations professionally using appropriate de‑escalation techniques.
• Keep customers informed when an enquiry requires further investigation and provide timely updates.
• Take ownership of enquiries from first contact to resolution whenever possible.
• Investigate issues using available systems and escalate when necessary, collaborating with other teams.
• Record interactions accurately and manage data in line with privacy standards.
• Navigate multiple systems and follow approved processes while applying judgement.
• Balance workload during busy periods without compromising accuracy or care.

Skills

Customer-facing

Written comms

Verbal comms

Problem-solving

Multichannel

Attention to detail

Organization

Team collaboration

Tools

CRM software

Job description

Vintage.com is seeking a Customer Experience Agent to join our Multichannel team in Leeds. This full-time role supports customers across phone, email, webchat and other channels from the Trimble Offices, Morley.

You will resolve enquiries, provide clear guidance on our processes, and ensure a simple, trusted experience for every interaction. The role emphasizes taking ownership, investigating issues, and collaborating with colleagues to deliver consistent, high-quality customer care.