Part-time Customer Service Assistant (Office based)

Cohesion Retail; Newcastle-under-Lyme; On-site; GBP 12,000 - 18,000; Part time

Job summary

The Cohesion Retail Group is hiring a Part-Time Customer Service Assistant at our Blackbrook head office in Newcastle-under-Lyme. You will be the first line of contact across phone, email, live chat and social channels, delivering a friendly, professional service to customers.

You’ll handle enquiries, process orders and returns, provide delivery updates, and work closely with internal teams to ensure a positive customer experience. Training and development are part of the role.

Qualifications

• Strong customer service abilities and clear communication.
• Good written and spoken English.
• Basic IT skills and familiarity with computer systems.
• Ability to multitask and work under pressure with attention to detail.

Responsibilities

• Respond to customer enquiries promptly and courteously.
• Handle and resolve first-line customer issues.
• Process orders and assist with returns, including online returns.
• Provide delivery updates and liaise with couriers.
• Communicate with internal teams to maintain relationships.
• Collaborate with suppliers on stock availability and order fulfilment.
• Manage enquiries via phone, email, live chat and social media.

Skills

Customer service

Telephone communication

Attention to detail

Teamwork

Job description

Location: Head Office, Blackbrook, Newcastle-under-Lyme
Contract: Temporary, expected to run through the Christmas period until February
Hours: Selected hours between 9:00 am and 5:30 pm, in line with the team rota

About the Role

An exciting opportunity has arisen to join our successful Customer Services team at The Cohesion Retail Group.

We are looking for a friendly, motivated and customer-focused Part-Time Customer Service Assistant to join our team at our Blackbrook head office. This is an excellent opportunity for someone who enjoys helping people, solving problems and delivering an outstanding customer experience.

You will be a key point of contact for our customers, providing support across a variety of channels, including telephone, email, live chat and social media. Working closely with colleagues across the business, you will help ensure every customer receives a professional, helpful and positive experience.

Key Duties and Responsibilities

• Respond to customer enquiries promptly, professionally and courteously, ensuring positive outcomes and customer satisfaction.
• Handle and resolve first-line customer complaints effectively and efficiently.
• Process customer orders and assist with customer returns, including online returns.
• Provide delivery updates and liaise with couriers to resolve delivery-related queries.
• Communicate regularly with internal departments to build and maintain strong working relationships.
• Liaise with suppliers regarding stock availability to support the successful fulfilment and delivery of customer orders.
• Manage customer enquiries through telephone, email, live chat and social media.
• Manage multiple tasks simultaneously while maintaining accuracy, organisation and attention to detail.
• Develop a strong knowledge of our brands and products, using this knowledge to provide helpful, informed advice to customers.
• Work collaboratively with colleagues, offering support and taking initiative to ensure an excellent customer experience.
• Participate in all required training and development, keeping up to date with product information and customer service best practices.
• Represent the values of The Outdoor and Country Retail Group and act as a positive ambassador for our brands.

What We're Looking For

The successful candidate will be a confident communicator who enjoys working with people and takes pride in delivering excellent customer service.

You will ideally have:

• A friendly, professional and confident telephone manner.
• Good written and spoken English.
• Basic IT skills and confidence using computer systems.
• The ability to remain calm and professional when working under pressure.
• Strong organisational skills, with excellent attention to detail.
• The ability to multitask effectively and prioritise competing demands.
• A positive, proactive attitude and the ability to work well as part of a team.
• A genuine passion for helping customers and creating a great customer experience.

Why Join Us?

You’ll become part of a friendly, committed and supportive team where customer service is at the heart of everything we do. You’ll also have the opportunity to develop your product knowledge, build valuable customer service skills and make a real difference to our customers’ experience.

If you’re enthusiastic, organised and passionate about helping people, we’d love to hear from you.

Experience

Applicants will need to be competent in English and have basic I.T skills. Previous Customer Service experience, a good telephone manner and the ability to work well under pressure are essential.